Ciena is looking for a Resident Engineer to deliver post-sales, system-level support directly to our strategic customer base. In this remote role, you will act as the primary technical interface for customer queries, focusing on troubleshooting, network health analysis, and providing expert guidance on Ciena's portfolio.

What You'll Do

Provide on-site and telephonic technical support for all Ciena packet optical and network management products.
Analyze network performance and provide solution recommendations to customers and internal teams.
Create, review, validate, and publish customer-facing documents like Method of Procedures (MOPs) and Root Cause Analysis (RCA) reports.
Perform network audits and health checks.
Serve as the main point of contact for any customer troubleshooting and technical assistance on Ciena products.
Solve escalated customer problems using professional concepts, product simulations, and coordination with development engineering.
Collaborate with peers to resolve critical multi-technology client network issues with creative recommendations.
Work with development teams to gain detailed technical knowledge of company products.
Partner with Service and Sales organizations to understand client network and relationship information.
Facilitate effective communication with internal stakeholders regarding incidents and systematic issues.

What We're Looking For

A Bachelor’s degree in Electrical Engineering, Computer Science, or a related field.
2-5 years of technical support experience, preferably with an equipment vendor in the Telecom industry.
Excellent understanding of Ciena Packet products, Routing, NCP, and various Switching/Transport technologies.
Experience writing automation scripts and workflows using Python or similar.
Good understanding of Ciena's network management applications and their underlying components.
Familiarity with using various optical test equipment.
Ability to prioritize and respond promptly to customer issues.
Skill in diagnosing, troubleshooting, and debugging complex system-level issues on fiber optic transport and switching equipment.
Ability to assist with multi-product interoperability issues between Ciena and external vendor equipment.
Fast and accurate judgment with strong decision-making skills for complex situations.
A collaborative team player who can adapt to changing market and customer demands.
Excellent oral and written communication skills.
Firm understanding of fiber optic transport and/or switching protocols.
Mid-level expertise in data communications protocols.