Senior Associate, Global Technical Support
4주전에
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.
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Your Role
As Technical Support engineer, you will provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote 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 candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.
Successful applicant will be supporting Ciena's Converged Packet Optical product suite as primary product.
Your Responsibilities
Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. Products include DWDM system, Converged Packet Optical System, Routing and Switching products and the associated Network Management System
Manage technical support cases/tickets end to end.
Help train newly hired Technical Support Engineers.
Be able to accept on-call duties outside of normal business hours when required.
Review with other engineers, issues found in the field and assist Communication with Design and Supply Chain on problems found.
Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to Design, Product/Project Management, Documentation, or Training teams
Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training Teams
Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
Contribute to knowledge base (KCS)
Flag identified business opportunities to Account teams.
Perform a Customer Lead Engineer role for specific customers, as assigned.
Perform Resident Engineering functions on-site or remote, as assigned.
Travel to customer sites and Ciena locations globally, as required.
Perform other functions related to the role as assigned.
Minimum Qualifications
Bachelor’s degree in technical field (e.g. Electronics and Communications Engineering) from a college or university.
Minimum 5 years related experience in the field of optical transmission systems and routing and switching preferably in 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.
In-depth knowledge of optical network design parameters and considerations.
Knowledge and experience in IP, Packet, Ethernet routing and switching technologies and protocols
Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management
Though the focus of this role is for South Korean customers, the role has regional and global scope. The candidate must have the capability to communicate in English language both verbal and written.
Preferred Qualification
Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
Familiar with various types of test equipment for optical and protocol testing
Good understanding Optical System design
Ability to analyze, troubleshoot and resolve problems
Experience as a technical lead on specific projects or issues.
Knowledgeable of system level troubleshooting of fiber optic telecommunications transport and switching equipment.
In-depth knowledge of optical network design parameters and considerations.
In-depth knowledge of Carrier Ethernet, IP and packet networking knowledge and experience including but not limited to the following protocols: OSPF, MPLS, BGP, ASBR, etc.
Knowledge of computers, data communications, Red Hat Linux, UNIX SUN/Oracle operating systems and IP network experience would be an advantage
Experience with network management systems
Strong background in relationship building and customer focus
Team player
Ability to deal with stressful situations
Excellent time management skills
Though the focus of this role is for South Korean customers, the role has global scope. The candidate must have the ability to communicate in English language both verbal and written
Independent and can work outside of office location.
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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
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South Korea Ciena (Asia) Limited Korea Branch 풀타임Ciena 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...
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