Resident Engineer, Redmond, WA - Remote Site, United States - Ciena

Description

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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Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU's (job level specific) and an employee share option purchase program.
• We realize time away to recharge is important. We offer flexible paid time off
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to Director, Global Technical Support, as the Resident Engineer on site at a customer premise in Redmond WA, you will be responsible for providing system level post-sales support for CIENA's Customer base including the following product lines: 6500, RLS, Waveserver, MCP among others. You are intended to be full-time based in the Charlotte, NC, US area as a Resident Engineer for Ciena customer which includes testing, troubleshooting and remote technical support for CIENA products.

• Provide on-site and telephone technical support on all Ciena optical transport and network management products.
• Ability to work in a 24 x 7 environment where shift work and on-call duty on evenings and weekends is required.
• Analyze and provide network solution recommendations to customers and internal organizations (i.e. system engineers, consultants, etc.).
• Evaluate product performance and serviceability in order to contribute to the design of new or modified products.
• Create, review, validate and publish required customer facing documents such as Method of Procedures (MOPS) and Root Cause Analysis (RCA) reports.
• Some travel may be required.

General Activities

• Use professional concepts in accordance with company objectives to solve customer problems escalated to this level of expertise from lower levels using product simulations, accurately defining the problem to development engineering and ensuring problem is fixed to satisfaction of customer. This may require travel to the customer's site if problem duplication efforts are not effective in resolving customer problem.
• Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues.
• Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results.
• Excellent customers service interaction skills especially in stressful situations.
• Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems.

Collaboration with stakeholders

• Work with the development teams to obtain detailed technical information and understanding of company products.
• Work with others in the Service and Sales organization to obtain client network and relations information.

What Does Ciena Expect of You?

• Initiative – you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality – what's important to the customer is also important to you.
• Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor's degree in Electrical Engineering, Computer Science or related field/discipline.
• 2-5 years' experience in technical support - preferably an equipment vendor in the Telco equipment industry.
• Excellent understanding of SONET/SDH, OTN, Ethernet, TCP/IP, Photonics, DWDM, ROADM and various Switching/Transport technologies and products are required.
• Experience on one or more of the following optical transport platforms is a plus: OME 6500, RLS and Waveserver Products
• Experience in the use of network design tools such as OnePlanner, Optical Modeler and Ciena Network Designer.
• Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution used to monitor and maintain customer networks.
• Knowledge and experience with computers/servers, operating systems and databases to include UNIX, LINUX, VXworks, Oracle, and MySQL.
• Familiar with the use of various optical and Ethernet technologies test equipment.
• Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment.
• Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.
• Requires fast and accurate judgment and analysis of complex situations and strong decision making skills
• Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
• Team Player with the ability to adapt to a continually changing market and customer demands.
• Able to prioritize and promptly respond to customer issues/requests.
• Excellent oral and written communication skills.
• Firm understanding of the fiber optic transport and/or switching protocols.
• Knowledge and experience with personal computers, Microsoft office suite of software.
• Mid-level expertise in data communications protocols including Ethernet and IP networks is required.

Assets:

• Experience with UNIX and SUN/Oracle systems.
• Experience with Element Management or Network Management systems would be an asset.