Product Support Manager

Summary:

VIAVI (NASDAQ: VIAV) is a global provider of network test, monitoring and assurance solutions for telecommunications, cloud, enterprises, first responders, military, aerospace, and railway. VIAVI is also a leader in light management technologies for 3D sensing, anti-counterfeiting, consumer electronics, industrial, automotive, government and aerospace applications.

We are the people behind the products that help keep the world connected at home, school, work, at play, and everywhere in between. VIAVI employees are passionate about supporting customer success and we welcome people who bring their best every day to the company – to question, to collaborate and to push for solutions that will delight our customers.

Duties & Responsibilities:

Position Overview

 

The Product Support Manager is a cross-functional technical and commercial leader responsible for driving the integration of third-party technologies into our product lines, managing key customer product development projects, supporting international production partners and joint ventures, and enabling successful product adoption through high-quality documentation, case studies, and demonstrations.

 

This role sits at the intersection of engineering, business development, and customer success. The ideal candidate combines strong technical aptitude with structured project management, excellent communication skills, and a talent for building productive relationships with internal teams, customers, and external partners.

 

Key Responsibilities

 

1. Third-Party Technology Integration (Business Development + Product Support)

• Identify, evaluate, and recommend third-party technologies (sensors, software modules, computing platforms, radios, antennas, etc.) that can enhance existing or new product lines.
• Serve as the primary liaison between external technology providers and internal engineering teams to define requirements, integration plans, and technical feasibility.
• Manage proof-of-concept testing, pilots, and validation workflows.
• Support commercial negotiations by providing technical input, risk assessments, and integration cost estimates.

 

2. Customer-Facing Product Development & Project Management

• Lead new product introduction (NPI) projects with key customers, from requirements capture through delivery and field validation.
• Develop work plans, timelines, and milestones; track progress and remove roadblocks.
• Coordinate cross-functional contributions across engineering, manufacturing, quality, and supply chain.
• Act as the customer’s technical advocate, ensuring all specifications, documentation, and deliverables are met.

• Assist Product Engineering with change requests, configuration control, and post-delivery support to ensure long-term product satisfaction.

 

3. Joint Venture, Remote, and International Production Support

• Coordinate production requirements with remote manufacturing partners and joint-venture teams (e.g., Turkey, Asia, Europe).
• Ensure production build plans, QA processes, and configuration standards are aligned with corporate requirements.
• Facilitate technical transfers, documentation packages, firmware updates, and test procedures for external production sites.
• Occasionally travel to partner sites for audits, training, and process verification.

 

4. Product Marketing Support

• Collaborate with the marketing team to create technical case studies, white papers, demo footage, and application stories.
• Prepare product comparison data, integration diagrams, and proof-of-performance results for sales and channel partners.
• Support the creation of user manuals, quick-start guides, wiring diagrams, and product landing pages.
• Provide field insights to PLM to influence messaging, positioning, and target industry segments.

 

5. Product Demonstrations & Technical Evangelism

• Conduct live or remote product demos for customers, partners, integrators, and trade events.
• Develop demo scripts, environment setups, and performance validation sequences.
• Train internal teams (sales, BD, marketing) on product features, integration steps, and best-practice use cases.
• Act as a public-facing technical expert for webinars, customer trials, and field evaluations.

Pre-Requisites / Skills / Experience Requirements:

Technical & Professional Skills

• Bachelor’s degree in Engineering (Electrical, Mechanical, Aerospace, Computer Engineering) or related technical field.
• 3–7 years of experience in product support, technical account management, systems engineering, or product development.
• Strong understanding of embedded systems, sensors, navigation technologies, robotics, or similar technical domains.
• Hands-on experience with troubleshooting hardware, firmware, and field configurations.
• Excellent project management skills (PMP or agile experience is a plus).
• Ability to write clear, accurate technical documentation for internal and external use.

 

Soft Skills

• Strong communicator who can translate between engineering teams, customers, and business stakeholders.
• Highly organized, detail-oriented, and disciplined with follow-through.
• Comfortable working with international teams and managing remote production operations.
• Self-starter who thrives in a high-growth, technically complex environment.
• Occasional travel (10–20%) may be required.

 

Preferred Experience

• Experience with IMU, GNSS, LiDAR, camera systems, robotics, UAS, automotive, or industrial automation technologies.
• Prior work with third-party integration or joint-venture engineering teams.
• Familiarity with configuration management tools, issue-tracking systems, and QA processes.
• Experience creating product demos, field test datasets, or customer presentations

If you have what it takes to push boundaries and seize opportunities, apply to join our team today.

 

VIAVI Solutions is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.