Technical Support Engineer (GPON / Fiber Optic Networks)

About the role

We are looking for a motivated and technically skilled Technical Support Engineer to provide technical support to our sales team and customers in the Philippines. The ideal candidate should have a solid understanding of GPON technology, fiber optic networks, and IP networking, with the ability to troubleshoot network issues, configure network devices, and deliver effective technical solutions to customers.

Key responsibilities

• Work closely with the sales team to design GPON network solutions and recommend suitable equipment, including OLTs, ONUs, routers, and fiber optic cables
• Address customer inquiries regarding technical specifications, protocol compatibility, and product functionality
• Provide remote and on-site technical support to identify and resolve network issues, including PON link problems, high optical loss, ONU registration failures, and router or VLAN configuration errors
• Assist customers in troubleshooting intermittent disconnections and other network performance issues
• Perform basic configuration of OLTs, ONUs, and routers, including VLAN, DHCP, QoS, and PPPoE settings
• Prepare configuration templates and technical guides for customer reference
• Understand fiber optic cable specifications, including single-mode and multimode fiber, fiber core count, and jacket types
• Assist with optical link loss budget calculations and troubleshooting issues related to fiber installation and workmanship
• Participate in internal testing of new products and firmware releases and prepare product acceptance documentation, test reports, and related technical records
• Provide online and on-site product training to customers' technical teams and guide customers on product installation, configuration, operation, and basic troubleshooting

About you

• A diploma or bachelor's degree in Telecommunications Engineering, Electronics Engineering, Computer Science, Information Technology, or a related field
• 1–3 years of relevant experience in technical support, networking, telecommunications, or fiber optic communications
• Basic understanding of GPON technology, including downstream broadcast, upstream TDMA, and OLT/ONU registration and authentication methods such as LOID, serial number (SN), and MAC address binding
• Ability to troubleshoot common GPON issues, including ONU registration failures, excessive optical loss, and frequent network disconnections
• Familiarity with TCP/IP networking fundamentals, VLAN configuration, NAT, DHCP, and DNS
• Basic knowledge of fiber optic installation practices, including minimum bending radius, fusion splicing loss standards, and fiber management
• Strong analytical and problem-solving skills
• Good communication and customer service skills
• Willingness to provide remote and on-site support and travel when required