SCOPE OF RESPONSIBILITIES
Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. Automating data collection and issue resolution using JavaScript and Python based scripting languages will be a key part of this role. A good understanding of the fiber optic transport and/or switching protocols is essential. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with Linux based systems would be beneficial. 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.
SPECIFIC RESPONSIBILITIES
- Automate data collection and issue resolution
- Provide remote technical support on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Review with senior 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 senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
- Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
- Contribute to publishing of MOP/ISB/FSB documents.
- Contribute to knowledgebase (KCS)
- Perform a Customer Lead Engineer roll for specific customers
- Resident Engineering functions on-site or remote
- Travel to customer sites and Ciena locations globally
- Experience automating tasks using scripting languages such as JavaScript and Python
- Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
- Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
- Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.