Resident Engineer - Remote US

Ciena

5d•Remote

About The Position

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. How You Will Contribute: Reporting to Director, Global Technical Support, as the Resident Engineer for a customer based out of US, you will be responsible for providing system level post-sales support for CIENA’s Customer base including the following product lines: 39xx, 51xx, 8110 SAOS 10 Routing and possibly 6500, Waveserver and MCP. You are intended as a Resident Engineer for one of Ciena's strategic customer. 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 packet optical and network management products. 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, 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. 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. 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. Facilitating effective communication with internal stakeholders to ensure alignment and transparency regarding incidents, troubleshooting and systematic 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 Ciena Packet products, Routing and NCP and various Switching/Transport technologies and products are required.
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.

Responsibilities

Providing system level post-sales support for CIENA’s Customer base including the following product lines: 39xx, 51xx, 8110 SAOS 10 Routing and possibly 6500, Waveserver and MCP.
Involved in testing, troubleshooting and providing remote technical support for CIENA products.
Provide on-site and telephone technical support on all Ciena packet optical and network management products.
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, perform audits, network health checks.
Be the main point of contact for any customer queries or troubleshooting and technical assistance on any Ciena products.
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.
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.
Facilitating effective communication with internal stakeholders to ensure alignment and transparency regarding incidents, troubleshooting and systematic issues.