Technical Support Customer Lead Engineer

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Your Role

As a Technical Support Customer Lead Engineer, you will provide system level pre and post-sales support for your assigned customer/s. This includes remote or on-site testing, troubleshooting and technical support for CIENA products. 

• Be the Customer Lead Engr (CLE) for assigned account.
• 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.
• Interface between customer and other technical support teams
• Work with internal stake holders to manage customer issues.

Your Responsibilities

• Be the Customer Lead Engr (CLE) for assigned account. Work with other internal teams to manage and resolve customer issues.
• 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 when required. This includes being on weekend shift when the business requires.
• Provide on-call technical support (via telephone or online) for identified CIENA products 24x7 when required.
• Provide on-site support to customers where and when required.
• Communicate with Design and Supply Chain on problems / issues found in the field.
•  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
• 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.
• Perform Resident Engineering functions on-site or remote, as assigned.
• Travel to customer sites and Ciena locations globally, as required.

Mandatory Requirements:

• All immediate family members (parents and siblings) including spouse and spouse’s immediate family members are all Singaporean by birth.

Minimum Requirements:

• Bachelor’s degree in relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
• Minimum 3 to 5 years related experience in the field of telecommunications preferably in 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, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
• Knowledge and experience in operation of optical transport systems.
• Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
• Knowledge of OTN and related technology
• Packet and IP networking knowledge and experience including but not limited Layer 2 and Layer 3 switching and routing. Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
• Proven track record in the field of technical support and customer service.
• Must have the ability to communicate effectively in English both verbally and written.

Preferred Qualifications

• Experience and knowledge with Red Hat Linux operating system. Unix and/or Solaris experience
• Experience and knowledge in the operation of network management systems
• 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
• Proficient with various types of test equipment for optical and protocol testing.
• System level troubleshooting on fiber optic telecommunications transport and switching equipment.
• Good abilities to build relationships build and proven record of excellent Customer focus
• Team player that 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 customer on both technical and management levels.
• Work in a collateral environment, which promotes sharing of knowledge and experiences.

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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.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.