Specialist GCC Resident Engineer

March 19

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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

• Reporting to Director, Global Technical Support, as the Resident Engineer Supporting a large US customer with extensive network in CALA, you will be responsible for providing system level post-sales support. • You will be involved in testing, troubleshooting and providing remote technical support for CIENA products. • Provide on-site and telephone technical support on all Ciena optical transport and network management products. • Analyze and provide network solution recommendations to customers and internal organizations. • 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, perform audits, network health checks. • You will be the main point of contact for any customer queries or troubleshooting and technical assistance on any Ciena products. • Some travel may be required. No on call duty required for this assignment. Possible future assignments may involve on call. • Use professional concepts to solve customer problems. • Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues.

🎯 Requirements

• 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 OTN, Broadband, Photonics, DWDM, ROADM and various Switching/Transport technologies and products are required. • Experience on the following optical transport platforms : OME 6500, RLS and Waveserver Products. • Strong understanding of amplifiers, CDC, terminals and the different modules used with each configuration. • Experience with writing automation scripts/ workflows utilizing Python or similar. • 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. • Familiar with the use of various optical test equipment. • Able to prioritize and promptly respond to customer issues/requests. • 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. • Excellent oral and written communication skills. • Firm understanding of the fiber optic transport and/or switching protocols. • Mid-level expertise in data communications protocols is required.

🏖️ Benefits

. • Flexible work environment. • Personalized culture that encourages growth and wellbeing. • Commitment to social and community impact.