Global Technical Support for Converged Packet Optical Platform

7 days ago

Manila, National Capital Region, Philippines Ciena Full time

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 an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA's Customer base. This includes remote or on-site testing, troubleshooting and 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 candidates may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours.
  • Successful candidates will perform on-call duties 24x7 and work shifts, including public holidays and weekends when the business requires.
  • Work with internal customer-facing teams to manage customer issues.
  • Perform the function of Customer Lead Engr (CLE) when assigned for specific accounts.

Your 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.
  • Perform 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.

Minimum Requirement

  • 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.

Preferred Qualifications

  • 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.
#J-18808-Ljbffr

  • Global Technical Support for Converged Packet Optical Platform

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Global Technical Support for Converged Packet Optical PlatformPostuler locations Manila time type Full time posted on Publié il y a 7 jour(s)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....

  • Senior Global Technical Support for Converged Packet Optical Platform

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Senior Global Technical Support for Converged Packet Optical PlatformCiena 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...

  • Global Technical Support for Converged Packet Optical Platform

    2 weeks ago

    Manila, National Capital Region, Philippines Ciena Full time

    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...

  • Senior Global Technical Support for Converged Packet Optical Platform

    1 week ago

    Manila, National Capital Region, Philippines Ciena Full time

    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...

  • Technical Expert for Optical Platforms

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Ciena Corporation is a technology company that values its people-first philosophy and fosters a culture of innovation and excellence.Job SummaryThis position provides system level pre & post-sales support for CIENA's Customer base.The Associate, Global Technical Support, will provide remote or on-site testing, troubleshooting, and technical support for CIENA...

  • Optical Company Accountant

    3 days ago

    Manila, National Capital Region, Philippines Executive Optical, Inc. Full time

    About the PositionWe are seeking an experienced Accounting Specialist to join our team at Executive Optical, Inc. The successful candidate will be responsible for various accounting tasks, including accounts payable, accounts receivable, financial reporting, and reconciliation.The Accounting Specialist will work closely with the finance team to support...

  • Optical Maintenance Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time

    We are seeking a highly skilled Optical Maintenance Engineer to join our team. The successful candidate will be responsible for the maintenance, troubleshooting, and optimization of optical network equipment, ensuring network stability and efficiency while providing technical support to customers.Key Responsibilities:Optical Equipment Maintenance: Oversee...

  • Global Technical Support Specialist

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Ciena Corporation is a technology company that values its people-first philosophy. Our teams enjoy a culture focused on prioritizing individual passions, growth, well-being, and belonging.Job OverviewThis position provides system level pre & post-sales support for CIENA's Customer base.The Associate, Global Technical Support, will provide remote or on-site...

  • Senior Associate, Global Technical Support

    7 days ago

    Manila, National Capital Region, Philippines Ciena Full time

    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...

  • System Engineer for Converged Networks

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Ciena Corporation is committed to building an environment where our employees feel respected, valued, and heard. We value the diversity of our workforce and respect our employees as individuals.Job DescriptionThis position requires system level pre & post-sales support for CIENA's Customer base.The Associate, Global Technical Support, will provide remote or...

  • Optical Support Engineer

    7 days ago

    Manila, National Capital Region, Philippines Ciena Full time

    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...

  • Carrier Grade Network Engineer-Tier 2

    3 days ago

    Manila, National Capital Region, Philippines IBEX Global Solutions (Philippines) Inc. Full time

    IBEX Global Solutions (Philippines) Inc. requires a Carrier Grade Network Engineer-Tier 2 to join our team. This role will be responsible for planning and executing various functions on a multi-vendor network.The ideal candidate will have 3 to 5 years' experience as a network engineer, ideally from an ISP or Telco background.Responsibilities:Reporting to the...

  • Experimental Optical/electrical Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines Zoomcar Full time

    Experimental Optical/electrical Engineer - DKLocation: Kgs. Lyngby, DenmarkNIL Technology is a leading manufacturer of micro-and nanostructured optical components and systems. Metaoptics offers new possibilities for optical system performance when combined with optical sensors and emitters.We're on the lookout for an outstanding Experimental Optoelectronic...

  • Global Optical Networking Expert

    5 days ago

    Manila, National Capital Region, Philippines Ciena Corporation Full time

    Job OverviewCiena Corporation is committed to delivering exceptional technical support to our customers worldwide. As a Senior Global Technical Support professional, you will play a key role in providing system-level pre and post-sales support for Ciena's customer base.This position involves remote or on-site testing, troubleshooting, and technical support...

  • Platform Designer

    3 days ago

    Manila, National Capital Region, Philippines Sun Life Global Solutions – Philippines Full time

    About the PositionThe Platform Designer role at Sun Life Global Solutions – Philippines focuses on creating innovative solutions through collaboration and effective communication. This position requires a combination of technical expertise, business acumen, and leadership skills.ResponsibilitiesConduct needs analysis and prepare architecture...

  • Technical Support Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.So, what's the role all about?As a Technical Support Engineer, prompt...

  • Network Implementation Project Lead

    2 days ago

    Manila, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time

    Manpower Outsourcing Services, Inc. is seeking a skilled Network Implementation Project Lead to manage the implementation of complex network infrastructure projects. As a key member of our team, you will be responsible for ensuring project deliverables meet customer expectations for quality and service.Your primary focus will be on developing and...

  • Global Technical Assistance Specialist

    2 days ago

    Manila, National Capital Region, Philippines Coda Full time

    Job OverviewWe're seeking a skilled Technical Support Specialist to provide high-quality support on our platform to users, developers, and partners globally. As a key member of our team, you'll monitor, handle, and resolve technical queries from various stakeholders across regions and time zones.You'll also manage multiple cases simultaneously, assist in QA...

  • Technical Support Specialist

    5 days ago

    Manila, National Capital Region, Philippines Netrix Global Full time

    About The OpportunityThis role is a Remote Philippines based position at Netrix Global. As a Technical Support Specialist, you will provide timely and accurate tier one technical support to all clients generated from calls and emails, as well as ticket escalations and assignments from management.You will require an aptitude for working with...

  • Project Management Specialist

    2 days ago

    Manila, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time

    Manpower Outsourcing Services, Inc. is seeking a skilled Project Management Specialist to oversee the implementation of complex customer projects. As a key member of our team, you will be responsible for ensuring project deliverables meet customer expectations for quality and service.Your primary focus will be on analyzing project proposals to determine time...