senior associate, global Technical Support for converged packet optical platformCiena

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 Technical Support engineer, 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.
Successful applicant will be supporting Ciena's Converged Packet Optical product suite as primary product.
Your Responsibilities
Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required.
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) from a college or university.
3 to 5 years related experience in the field of telecommunications preferably in technical support role
Experience in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, Protection schemes, Raman Amplification, different fiber types, fixed and flexible grid DWDM systems
Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
Preferred Qualification
Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
Familiar with various types of test equipment for optical and protocol testing
Good understanding Optical System design
Ability to analyze, troubleshoot and resolve problems
Knowledgeable of system level troubleshooting of fiber optic telecommunications transport and switching equipment.
In depth knowledge of OTN, SONET/SDH/DWDM and optical network design
Carrier Ethernet, IP and packet networking knowledge and experience including but not limited to the following protocols: OSPF, MPLS, BGP, ASBR, etc.
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
Strong background in relationship building and customer focus
Team player
Ability to deal with stressful situations
Excellent time management skills
Must have the ability to communicate in English language both verbal and written
Independent and can work outside of office location.
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Being You @ Ciena
As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual's strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.
We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena's interview process or seeking employment with us.
Ciena

Manila City, Metro Manila
Permanent
Full-time