associate, global Technical Support for optical reconfigurable switching systemsCiena

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!
Your Role
As an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA's Customer base. This includes testing, troubleshooting and remote technical support for CIENA products.
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.
Successful candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.
Your Responsibilities
Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required.
Prime Ciena's Reconfigurable Switching Systems (RSS) product suite
Support related optical products suite
Manage technical support cases/tickets end to end.
Be able to accept on-call duties outside of normal business hours when required.
Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
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. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
Contribute to knowledgebase (KCS)
Perform a Customer Lead Engineer role for specific customers, as assigned.
Perform Resident Engineering functions on-site or remote, as assigned.
Travel to customer sites and Ciena locations globally, as required.
Minimum Qualifications
Bachelor's degree in technical field (e.g. Electronics and Communications Engineering, Computer Science, Computer Engineering) from a college or university.
Zero to three (0-3) years related experience in the field of telecommunications
Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
Knowledge of transmission systems protection schemes like Ciena's OSRP or ASON/WSON as other vendors call it.
Knowledge of Linux operating system is an advantage.
Preferred Qualification
Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to analyze, troubleshoot and resolve problems
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
An understanding of transport and switching systems for telecommunications applications and Optical Networking
Familiar with various types of test equipment for optical and protocol testing
Knowledgeable of system level troubleshooting of fiber optic telecommunications transport and switching equipment.
Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
Knowledge of computers, data communications, Red Hat Linux, UNIX SUN/Oracle operating systems and IP network experience would be an advantage
Experience with network management systems would be beneficial
Strong background in relationship building and Customer focus
Team player
Ability to deal with stressful situations
Must have the ability to communicate in English language both verbal and written
Independent and can work outside of office location.
#LI-SM #LI-Hybrid
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.
Ciena

Makati City, Metro Manila
Permanent
Full-time