
Global Senior Support Engineer – Converged Optical Systems
4 days ago
Job Title: Senior Global Technical Support – Converged Packet Optical Platform
Client: Ciena – Ciena is a globally recognized leader in networking systems, services, and software, specializing in optical and packet networking. The company is known for delivering high-performance network infrastructure to clients worldwide.
Employment Type: Initial 6-month probationary contract, with the opportunity for regularization upon successful evaluation.
Work Arrangement: Hybrid setup with minimal onsite reporting at Regus, Taguig (as needed).
Work Schedule: Candidates must be willing to perform on-call duties 24/7, including public holidays and weekends, based on business requirements.
Target Start Date: As soon as possible
Salary Range: Up to Php 68,000 base monthly
Leaves and Benefits:
- 10 Paid Leaves (pro-rated annually)
- HMO Coverage with a Maximum Benefit Limit of Php 135,000
- Life Insurance (effective on Day 1)
- Government-mandated benefits
- No additional allowances provided
Job Summary:
The Senior Global Technical Support Engineer will be responsible for delivering advanced system-level technical support for Ciena's Converged Packet Optical Platform. The role requires providing both pre- and post-sales support, handling complex customer issues, and ensuring the efficient operation and maintenance of optical transport networks. This position will interact directly with global clients and internal teams to resolve technical challenges and ensure high levels of customer satisfaction.
Key Responsibilities:
- Provide remote and, when necessary, onsite technical support for identified Ciena products.
- Manage and resolve support tickets and customer cases in a timely and effective manner.
- Attend customer maintenance windows and deliver support outside of standard business hours, including weekends and holidays.
- Serve as the Customer Lead Engineer (CLE) for designated accounts.
- Collaborate with internal teams such as Engineering, Quality Assurance, Product Management, and Training to address customer concerns and feedback.
- Utilize diagnostic tools and lab environments to identify and resolve complex issues.
- Prepare and publish required documentation, including Method of Procedures (MOPs), Implementation Service Bulletins (ISBs), and Field Service Bulletins (FSBs).
- Contribute to the organization's knowledge base and assist in the training of newly hired engineers.
- Participate in or lead on-site customer engineering support functions, if required.
- Travel to client sites or other Ciena locations globally, as needed.
Minimum Qualifications:
- Bachelor's degree in Electronics and Communications Engineering, Computer Science, or a related technical discipline.
- At least 3 to 5 years of relevant experience in telecommunications, particularly in a technical support capacity.
- Proficiency in optical transport technologies, including but not limited to DWDM, ASON, OSRP, ROADMs, Raman Amplification, and OTN.
- Knowledge of carrier Ethernet technologies and protocols such as OSPF, MPLS, BGP, and ASBR.
- Experience in operation, maintenance, and troubleshooting of optical transport systems.
- Strong verbal and written communication skills in English.
- Ability to work independently and manage time effectively under minimal supervision.
Preferred Qualifications:
- Expertise in OTN, SONET/SDH/DWDM, and Carrier Ethernet technologies.
- Experience with Red Hat Linux, UNIX, or Solaris operating systems.
- Ciena CE or OC certifications (or equivalent) are highly desirable.
- Familiarity with optical and protocol testing equipment.
- Excellent problem-solving skills and attention to detail.
- Experience in customer-facing roles within the telecommunications industry.
- Proficient in the use of Microsoft Office applications (Word, Excel, Outlook).
Soft Skills & Competencies:
- Strong customer service orientation and ability to engage with clients at both technical and managerial levels.
- Highly motivated self-starter with the ability to work under pressure.
- Team player with excellent interpersonal and collaboration skills.
- Willingness to assume full ownership of customer issues until resolution.
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