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Global Technical Support for Converged Packet Optical Platform

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Ciena

3mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You have a relevant degree, 3-5 years in telecom support, expertise in fiber optics, OTN, troubleshooting, strong communication skills, and proficiency in Linux. Customer-focused and adaptable.
  • You will provide 24x7 remote and on-site technical support, manage cases, communicate with teams, create documents, train new staff, and travel to customer sites as needed.

Requirements

  • Bachelor’s degree in a relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
  • Minimum 3 to 5 years of related experience in the field of telecommunications preferably in a technical support role
  • Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
  • Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
  • Knowledge of OTN and related technology
  • Must have the ability to communicate effectively in English both verbally and written.
  • Carrier Ethernet and networking knowledge and experience include but are not limited to the following protocols: OSPF, MPLS, BGP, ASBR, etc.
  • Knowledge and experience in operation of optical transport systems
  • Proven track record in the field of technical support and customer service
  • Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with specialized knowledge in some products and applications of the technology.
  • Experience and knowledge of the Red Hat Linux operating system. Unix and/or Solaris experience is an advantage
  • Experience in a technical support role with an equipment vendor in the Telco industry.
  • Problem-solving experience with Optical Transmission equipment, Carrier Ethernet equipment or associated fiber optic facilities
  • Proven problem-solving experience and expertise
  • Ciena CE (Carrier Ethernet) certification or equivalent is an advantage
  • Ciena OC (Optical Communications) certification or equivalent is an advantage
  • Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
  • Ability to analyze, troubleshoot 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 and 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 troubleshooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, including packet/IP network
  • Good abilities to build relationships and proven record of excellent Customer focus
  • Team player who is ready to contribute or lead troubleshooting activities
  • Willing to take responsibility for complete problem resolution
  • Ability to deal with stressful situations with colleagues and customers
  • Excellent Customer service skills are required and can work with customers on both technical and management levels.
  • Work in a collateral environment, which promotes the 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.

Responsibilities

  • Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
  • Manage technical support cases/tickets end to end.
  • Attend maintenance windows when needed.
  • Be able to accept on-call duties outside of normal business hours including weekend and public holiday shifts 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 and lab research to aid Customer’s technical problems. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/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).
  • Help train newly hired Technical Support Engineers.
  • Performs other duties related to the role as assigned, either in an office or remote location.
  • Perform a Customer Lead Engineer role for specific customers, as assigned.
  • Perform Resident Engineering functions on-site or remotely, as assigned.
  • Travel to customer sites and Ciena locations globally, as required.

FAQs

What is the primary responsibility of the Global Technical Support role?

The primary responsibility is to provide system-level pre and post-sales support for Ciena's customer base, including troubleshooting and technical support for Ciena products both remotely and on-site.

Are there any on-call duties associated with this role?

Yes, successful candidates will perform on-call duties 24x7 and may be required to work shifts, including weekends and public holidays when necessary.

What qualifications are required for this position?

A Bachelor's degree in a relevant technical field and a minimum of 3 to 5 years of experience in telecommunications, preferably in a technical support role, are required.

Is experience with fiber optic transport systems necessary?

Yes, candidates should have experience in operation, maintenance, and troubleshooting of fiber optic transport systems and associated technologies.

What types of troubleshooting experience are preferred for this position?

Preferred candidates should have proven problem-solving experience with Optical Transmission equipment, Carrier Ethernet equipment, or associated fiber optic facilities.

Is knowledge of specific networking protocols important for this role?

Yes, knowledge and experience of Carrier Ethernet and networking protocols such as OSPF, MPLS, BGP, and ASBR are important.

Will this position involve travel?

Yes, the role may require travel to customer sites and Ciena locations globally as required.

What kind of work environment does Ciena promote?

Ciena promotes a people-first culture that focuses on a personalized and flexible work environment, empowering individuals' passions, growth, wellbeing, and belonging.

Are there opportunities for professional development in this role?

Yes, candidates are expected to contribute to training newly hired Technical Support Engineers and provide feedback to various departments, enhancing professional development opportunities.

Is prior experience with the Red Hat Linux operating system beneficial for this role?

Yes, experience and knowledge of the Red Hat Linux operating system is preferred, along with Unix and/or Solaris experience.

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Ciena

Telecommunications
Industry
5001-10,000
Employees
1992
Founded Year

Mission & Purpose

Ciena (NYSE:CIEN) 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. We prioritize deep, collaborative relationships within our teams, and alongside our customers, partners, and communities—local and global.

Benefits

  • Physical Wellbeing: The strong correlation between wellness and job performance means your health is of utmost importance to us. Our Global Wellbeing program provides you and your family direct access to resources and programs to improve your physical health.

  • Recognition Program: In addition to rewarding performance via our annual bonus, our reward program, 'bravo!' facilitates peer-to-peer and financial recognition for both teams and individuals.

  • Tuition Reimbursment: We will reimburse 100% of tuition, books, materials, and lab fees for a course or series of courses leading towards a degree or maintaining a degree related to your current position at Ciena or a position you are capable of attaining within the near future.