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Global Technical Support Specialist

7 days ago

Manila, National Capital Region, Philippines Ciena Full time

Ciena is a technology company that prioritizes its people-first philosophy, providing a culture focused on empowering individual passions and growth. Our teams enjoy a flexible work environment that prioritizes wellbeing and belonging.

As an Associate in Global Technical Support, you will provide system-level pre & post-sales support for Ciena's customer base, including remote or on-site testing, troubleshooting, and technical support for Ciena products.

  • This role may involve on-site day-to-day interaction with customers concerning all aspects of network planning, deployment, and technical network issues and design.
  • You may be required to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours.
  • This position requires performing on-call duties 24x7 and working shifts, including public holidays and weekends when the business requires.
  • Work closely with internal customer-facing teams to manage customer issues.
  • You may perform the function of Customer Lead Engineer (CLE) when assigned for specific accounts.

Your Responsibilities

  • Provide remote technical support via telephone or online for identified Ciena products 24/7 as required.
  • Manage technical support cases/tickets end-to-end.
  • Attend maintenance windows when necessary.
  • Be prepared 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 needed.
  • Communicate with Design and Supply Chain on problems/issues found in the field.
  • Utilize debug tools and lab research to aid customers' technical problems. Recover information necessary to escalate incidents/issues 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 Requirements

  • Bachelor's degree in a relevant technical field, such as Electronics, Communication Engineering, or Computer Science, from a college or university.
  • Minimum 3-5 years of related experience in telecommunications, preferably in a technical support role.
  • Experience in operation, maintenance, and troubleshooting of fiber optic transport systems and associated technologies, including 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.
  • Able to communicate effectively in English both verbally and written.
  • Carrier Ethernet and networking knowledge and experience, including protocols such as OSPF, MPLS, BGP, ASBR, etc.
  • Knowledge and experience in operation of optical transport systems.
  • Proven track record in technical support and customer service.