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Optical Support Engineer

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Ciena

Aug 15, 2024

Applications are closed

  • Job
    Full-time
    Mid Level
  • Software Engineering
  • Philippines
    Remote

Requirements

  • Education and Experience:
  • Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
  • Experience in a customer facing role would be an asset
  • Foundational knowledge of the operation of fiber optic transport and/or switching equipment.
  • Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities would be an asset.
  • Candidate Profile:
  • Must have excellent communications skill with the ability to communicate in the English language both verbal and written
  • Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders. 
  • Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible
  • Customer-oriented mindset with a strong commitment to providing exceptional customer service. 
  • Ability to work independently and prioritize tasks effectively in a fast-paced environment
  • Ability to analyze, troubleshoot and resolve problems
  • Motivated self-starter with excellent time management skills with a willingness and ability to learn new concepts
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.
  • Experience with network management systems would be beneficial
  • Ability to deal with stressful situations

Responsibilities

  • Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation
  • Respond to customer inquiries and provide remote technical support for issues related to our optical products promptly and professionally via various communication channels (phone, email, chat).
  • Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner. 
  • Provide on-call duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.
  • Recover information necessary to escalate reported issues to senior engineers.
  • Utilize debug tools as well as lab research to advance customers’ technical problems.
  • Provide Customer feedback to Internal teams as appropriate
  • Contribute to the technical knowledgebase (KCS)

FAQs

What is the primary responsibility of the Optical Support Engineer?

The primary responsibility is to provide system level pre and post-sales support for CIENA’s customer base, including troubleshooting and remote technical support for optical products.

What kind of experience is required for this role?

A Bachelor’s degree in a technical field, such as Engineering or Computer Science, with zero to three years of related experience or an equivalent combination of education and experience is required.

Is prior customer-facing experience beneficial for this job?

Yes, experience in a customer-facing role would be an asset.

What specific skills are needed for troubleshooting optical products?

Foundational knowledge of fiber optic transport and/or switching equipment, as well as problem-solving experience with OTN/SONET/SDH equipment or Carrier Ethernet equipment, would be beneficial.

What kind of technical support does the Optical Support Engineer provide?

The engineer provides remote technical support, troubleshooting network faults, performance issues, and configuration problems related to optical products through various communication channels.

Are there any on-call duties required for this position?

Yes, the position requires providing on-call duties 24x7 and/or working shifts, including public holidays and weekends when necessary.

What is the expectation for communication skills in this role?

Excellent communication skills in the English language, both verbal and written, are essential, along with the ability to communicate technical concepts to both technical and non-technical stakeholders.

Is there an opportunity for hybrid work after onboarding?

Yes, there is an opportunity for a hybrid work model after approximately six months of onsite, in-person training and mentoring.

What kind of mindset is important for this role?

A customer-oriented mindset with a strong commitment to providing exceptional customer service is crucial.

Is experience with network management systems advantageous for applicants?

Yes, experience with network management systems would be beneficial for candidates applying for this position.

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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.