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Systems Troubleshooter

1 week ago

Manila, National Capital Region, Philippines Ciena Full time

We value our employees' personal and professional growth at Ciena. Our people-first philosophy prioritizes flexible work environments that empower individual passions, growth, wellbeing, and belonging.

About This Position:

As a Technical Support Engineer, you will report to the Optical Support Manager and provide system-level pre- and post-sales support for our customer base. This includes remote troubleshooting and technical assistance for our products.

  • This role involves working closely with customers to resolve network planning, deployment, and technical issues.
  • You may need to attend customer maintenance windows and provide support outside of normal business hours.
  • You may also be required to perform on-call duties 24x7 and work shifts, including weekends and public holidays when necessary.
  • Work closely with internal teams to manage customer issues and provide exceptional service.
  • Assume the role of Customer Lead Engineer (CLE) for specific accounts as assigned.
Your Key Activities:

Key Objectives:

  • Provide remote technical support via phone or online for identified CIENA products 24x7 when required.
  • Manage technical support cases/tickets end-to-end.
  • Participate in maintenance windows as needed.
  • Be available for on-call duties outside of normal business hours, including weekend and public holiday shifts when required.
  • Provide on-site support to Customers where necessary.
  • Collaborate with Design and Supply Chain to resolve problems/issues found in the field.
  • Utilize diagnostic tools and lab research to aid Customer's technical problem-solving.
  • Escalate incidents/issues to senior engineers when necessary, potentially involving Engineering/Design, Product/Project Management, Documentation, or Training.
  • 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.