Customer Engineer, Routing

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 individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.

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Your Role

• Successful candidate can be assigned as Customer Lead Engineer or as a Resident Engineer when required by the business.  Both roles require onsite presence and technical support experience to manage CSAT.
• As a Global Technical Support engineer, you will provide system level pre & post-sales support for CIENAâs Global Customer base.  This includes testing, troubleshooting and remote technical support for CIENA products, primarily network management systems.
• 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 will be supporting Cienaâs Routing and Switching Platform (RSP) as primary product. 
• 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.

Your Responsibilities

• Manage technical support cases/tickets end to end.  Provide remote technical support (via telephone or online) on identified CIENA products.  Be available for on-call duties 24x7 when required. 
• Be the Customer Lead Engr (CLE) for assigned account. Work with other internal teams to manage and resolve customer issues.
• Perform Resident Engineering functions on-site or remote, as assigned.
• Support Cienaâs Ethernet/IP Routing and switching Platform as primary product. 
• As Ciena supplies solutions, it is imperative that the successful candidate also needs to learn other products like Optical and network management system to support the solutions.
• Travel to customer sites and Ciena locations globally, as required.

Mandatory Requirements:

• All immediate family members (parents and siblings) including spouse and spouseâs immediate family members are all Singaporean by birth.

Minimum Qualifications

• Bachelorâs degree in technical field (e.g. Electronics and Communications Eng'g, Computer Science, Computer Eng'g, Information Technology) from a college or university.
• Open to new in career or experienced professionals with at least one year related experience in the field of networking or Data Center environment.
• Knowledge of Ethernet and IP networking protocols and terminologies used in data communications like OSPF, BGP, ARP, MPLS, MEP, MIP, IPV4, IPV6, LAG, LACP, to name a few.

Preferred Qualification

• Technical support experience in the field of Ethernet and IP networking.
• Optical transmission systems knowledge in the latest DWDM technology is an advantage.
• Experience in installation, commissioning and testing of Ethernet switches and routers.
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• 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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