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Specialist, Global Technical Support- Resident Engineer (Remote)

Ciena Corporation

This is a Full-time position in Remote - US posted May 26, 2020.

Location: Remote – US

Ciena may well be the most important technology company you’ve never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps. VR, AI, IOT, 5G … literally none of it would be possible without the mind-boggling technology that makes the internet itself work. For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.

What will you do in Ciena?

Provide system level post-sales support for CIENA’s Customer base including the following product lines: 6500, Waveserver, RLS and OneControl /MCP among others, this position is intended to be full-time on-site at a customer site in a resident engineer roll. This includes testing, troubleshooting and remote technical support for CIENA products.

A firm understanding of the fiber optic transport and/or switching protocols is essential.  Knowledge and experience with personal computers, Microsoft office suite of software.  Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be an asset.

RESPONSIBILITIES

  • Provide on-site and telephone technical support on all Ciena optical transport and network management products.
  • Ability to work in a 24 x 7 environment where shift work and on-call duty on evenings and weekends is required.
  • Analyze and provide network solution recommendations to customers and internal organizations (i.e. system engineers, consultants, etc.).
  • Evaluate product performance and serviceability in order to contribute to the design of new or modified products.
  • Create, review, validate and publish required customer facing documents such as Method of Procedures (MOPS) and Root Cause Analysis (RCA) reports.
  • Some travel may be required.

GENERAL ACTIVITIES

  • Use professional concepts in accordance with company objectives to solve customer problems escalated to this level of expertise from lower levels using product simulations, accurately defining the problem to development engineering and ensuring problem is fixed to satisfaction of customer. This may require travel to the customer’s site if problem duplication efforts are not effective in resolving customer problem.
  • Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues.
  • Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results.
  • Excellent customers service interaction skills especially in stressful situations.
  • Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems.

COLLABORATION WITH STAKEHOLDERS

  • Work with the development teams to obtain detailed technical information and understanding of company products.
  • Work with others in the Service and Sales organization to obtain client network and relations information.

EXPERIENCE

  • Bachelor’s degree in Electrical Engineering, Computer Science or related field/discipline.
  • 2-5 years’ experience in technical support – preferably an equipment vendor in the Telco equipment industry.
  • Excellent understanding of SONET/SDH, OTN, Ethernet, TCP/IP, Photonics, DWDM, ROADM and various Switching/Transport technologies and products are required.
  • Experience on one or more of the following optical transport platforms is a plus: OME 6500, CPL, OM 5200, CN4200, and CoreStream.
  • Experience in the use of network design tools such as OnePlanner, Optical Modeler and Ciena Network Designer.
  • Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution used to monitor and maintain customer networks.
  • Knowledge and experience with computers/servers, operating systems and databases to include UNIX, LINUX, VXworks, Oracle, and MySQL.
  • Familiar with the use of various optical and Ethernet technologies test equipment.
  • Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment.
  • Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.
  • Requires fast and accurate judgment and analysis of complex situations and strong decision making skills
  • Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
  • Team Player with the ability to adapt to a continually changing market and customer demands.
  • Able to prioritize and promptly respond to customer issues/requests.
  • Excellent oral and written communication skills.
  • Must be punctual and able to accept continuous unusual work hours. Typically, there will be very short notice.
  • Must be willing to travel to customer sites with short notice.