Scope of responsibilities
Provide system and solution level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products. A strong understanding of the fiber optic transport and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.
Specific responsibilities
Provide remote technical support (via telephone or on line) for identified CIENA products 24×7 when required. On call duty includes evenings and weekends.
Provide on-site support to Customers where required.
Fulfill role of Resident Engineer as required
Provide input to the Ciena PLC process as a GTS prime as required
Assume responsibilities of a Customer Lead Engineer as required.
Communicate with Design and manufacturing on problems / issues found in the field.
Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training
Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
Create, review, validate and publish required MOP/ISB/FSB documents.
Contribute to knowledgebase (KCS)
Mentor, train newly hired as well as advancing Technical Support Engineers.
Performs other duties as assigned.
Perform a Customer Lead Engineer roll for specific customers
Resident Engineering functions on-site or remote
Travel to customer sites and Ciena locations globally
EDUCATION AND EXPERIENCE
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with five to 10 years related experience or equivalent combination of education and experience
Very knowledgeable of the operation of fiber optic transport and/or switching equipment
Multiple years experienced in a technical support role with an equipment vendor in the Telco industry
Experience as a technical lead on specific projects or issues
Proven problem solving experience
In depth knowledge and Experience with SONET/SDH ring transmission equipment, Carrier Ethernet enterprise equipment and associated fiber optic facilities
Strong knowledge of OTN technology and the applications to Ciena equipment
Fundamental understanding of Telecommunication industry
Clear understanding of Technical Support industry and the application within Ciena
CE-P (Carrier Ethernet-Professional) certification
OC-P (Optical Communications-Professional) certification
Candidate Profile
Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to analyze, trouble-shoot and resolve complex problems
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems
Special proficiency in some products or technologies
Full understanding of Optical Networking
Proficient with various types of test equipment for optical and protocol testing
System level trouble shooting on fiber optic telecommunications transport and switching equipment
Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with specialized knowledge in some products and application of the technology.
Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network
Good abilities to build relationships build and proven record of excellent Customer focus
Team player that is ready to contribute or lead troubleshooting
Willing to take responsibility for complete problem resolution
Ability to deal with stressful situations with colleagues and customers
Must have the ability to communicate effectively in English language both verbal and written
Excellent Customer service skills are required and is able to work with customer on both technical and management levels
Work in a collateral environment, which promotes sharing of knowledge and experiences
Excellent oral and written communication skills
Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice.
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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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