Optical Support Engineer

3 days ago

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Ciena

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Ciena 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.

Converged Packet-Optical • Packet Networking and Carrier Ethernet • Optical Transport • Software and Services • Data Center Interconnect

5001 - 10000 employees

Founded 1992

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

📋 Description

• As a Technical Support Engineer, provide system level pre & post-sales support for CIENA’s Customer base. • Includes remote troubleshooting and technical support for CIENA products. • Day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design. • Attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours. • Perform on-call duties 24x7 and work shifts, including public holidays and weekends when business requires.

🎯 Requirements

• Provide remote technical support for identified CIENA products 24x7. • Manage technical support cases/tickets end to end. • Attend maintenance windows when needed. • Accept on-call duties outside of normal business hours including weekends and public holidays when required. • Provide on-site support to Customers where required. • Communicate with Design and Supply Chain 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/issue to senior engineers. • 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). • Help train newly hired Technical Support Engineers. • Perform other duties related to the role as assigned.

🏖️ Benefits

• Work in a culture focused on prioritizing a personalized and flexible work environment. • Commitment to meaningful social, community, and societal impact.