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Global Technical Support Engineer for Converged Packet Optical Platform

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Ciena

Aug 15

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Software Engineering
  • Philippines
    Remote

Requirements

  • Bachelor’s degree in technical field (e.g. Electronics and Communications Engineering) from a college or university.
  • 3 to 5 year related experience in the field of telecommunications
  • Knowledge of the operation of fiber optic transport system including DWDM and protection schemes
  • Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
  • Problem-solving experience with OTN/SONET/SDH/DWDM equipment, Carrier Ethernet equipment or associated fiber optic facilities.
  • Knowledge of Linux operating system is an advantage.
  • Preferred Qualification:
  • Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
  • Ability to analyze, troubleshoot and resolve problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking
  • Familiar with various types of test equipment for optical and protocol testing
  • Knowledgeable of system level troubleshooting of fiber optic telecommunications transport and switching equipment.
  • Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
  • Knowledge of computers, data communications, Red Hat Linux, UNIX SUN/Oracle operating systems and IP network experience would be an advantage
  • Experience with network management systems would be beneficial
  • Strong background in relationship building and Customer focus
  • Team player
  • Ability to deal with stressful situations
  • Must have the ability to communicate in English language both verbal and written
  • Independent and can work outside of office location.

Responsibilities

  • Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required.
  • Manage technical support cases/tickets end to end.
  • Be able to accept on-call duties outside of normal business hours when required.
  • Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
  • Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
  • Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
  • Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
  • Contribute to knowledgebase (KCS)
  • Perform a Customer Lead Engineer role for specific customers, as assigned.
  • Perform Resident Engineering functions on-site or remote, as assigned.
  • Travel to customer sites and Ciena locations globally, as required.

FAQs

What are the primary responsibilities of a Global Technical Support Engineer for Ciena's Converged Packet Optical Platform?

The primary responsibilities include providing remote technical support, managing technical support cases, troubleshooting issues, collaborating with senior engineers, utilizing debug tools, contributing to documentation, and performing customer lead engineer functions.

What are the minimum qualifications required for this position?

The minimum qualifications include a Bachelor's degree in a technical field, 3 to 5 years of related experience in telecommunications, knowledge of fiber optic transport systems, and preferably experience in a technical support role with a Telco equipment vendor.

Is travel required for this position?

Yes, travel to customer sites and Ciena locations globally may be required, as needed.

Are there any shift requirements for this role?

Yes, the successful candidate may be required to work on a pre-defined shift, including weekends and holidays, to fulfill business needs.

What types of experiences are preferred for this role?

Preferred experiences include proficiency with office software applications, knowledge of the Linux operating system, familiarity with optical and protocol testing, and experience with network management systems.

Is on-call support a requirement for this position?

Yes, the engineer must be able to accept on-call duties outside of normal business hours when required.

What specific product suite will the engineer be supporting?

The engineer will be supporting Ciena's Converged Packet Optical product suite.

What skills are necessary for troubleshooting and problem resolution in this role?

Necessary skills include the ability to analyze, troubleshoot, and resolve problems, as well as strong knowledge of transport and switching systems for telecommunications applications.

Will the successful candidate have opportunities to interact with customers?

Yes, the successful candidate will have day-to-day interactions with customers concerning network planning, deployment, and technical issues.

Is English proficiency necessary for this position?

Yes, the ability to communicate in English both verbally and in writing is required.

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Ciena

Telecommunications
Industry
5001-10,000
Employees
1992
Founded Year

Mission & Purpose

Ciena (NYSE:CIEN) is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation. We prioritize deep, collaborative relationships within our teams, and alongside our customers, partners, and communities—local and global.

Benefits

  • Physical Wellbeing: The strong correlation between wellness and job performance means your health is of utmost importance to us. Our Global Wellbeing program provides you and your family direct access to resources and programs to improve your physical health.

  • Recognition Program: In addition to rewarding performance via our annual bonus, our reward program, 'bravo!' facilitates peer-to-peer and financial recognition for both teams and individuals.

  • Tuition Reimbursment: We will reimburse 100% of tuition, books, materials, and lab fees for a course or series of courses leading towards a degree or maintaining a degree related to your current position at Ciena or a position you are capable of attaining within the near future.

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