Resident Engineer
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Job Description
As a Resident Engineer, you will provide post-sales support for CIENA’s customer base. Involves troubleshooting, testing, and creating documentation for CIENA products.
Responsibilities:
- Provide system level post-sales support for CIENA’s Customer base including product lines.
- Involved in testing, troubleshooting and providing remote technical support for CIENA products.
- Provide on-site and telephone technical support on all Ciena packet optical and network management products.
- Analyze and provide network solution recommendations to customers and internal organizations.
- 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.
- Main point of contact for any customer queries or troubleshooting on any Ciena products.
Requirements:
- 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 Ciena Packet products, Routing, and NCP and various Switching/Transport technologies and products are required.
- Experience with writing automation scripts/workflows utilizing Python or similar.
- Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution.
- Familiar with the use of various optical test equipment.
- Ability to diagnose, troubleshoot, and debug complex system level issues on fiber optic telecommunications transport and switching equipment.
- Team Player with the ability to adapt to a continually changing market and customer demands.
- Excellent oral and written communication skills.
Benefits:
- Medical, dental, and vision plans
- Participation in 401(K) (USA) & DCPP (Canada) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company-paid holidays
- Paid sick leave
- Vacation time
- Compliance with laws regarding Paid Family Leave and other leaves of absence
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