Technical Support Customer Lead Engineer
1 week ago
About Ciena Communications Singapore Pte. Ltd.
Ciena Communications Singapore Pte. Ltd. is a technology company that prioritizes its people-first philosophy. Our teams enjoy a culture focused on providing a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.
Your Role
As a Technical Support Customer Lead Engineer, you will provide system-level pre and post-sales support for assigned customers. This includes remote or on-site testing, troubleshooting, and technical support for Ciena products.
Key Responsibilities
- Be the Customer Lead Engineer (CLE) for assigned accounts.
- Work with other internal teams to manage and resolve customer issues.
- Manage technical support cases/tickets end-to-end.
- Attend maintenance windows when needed.
- Provide on-call technical support (via telephone or online) for identified Ciena products 24x7 when required.
- Provide on-site support to customers where and when required.
- Communicate with Design and Supply Chain on problems/issues found in the field.
- Utilize debug tools as well as lab research to aid customers' technical problems.
- Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
- Create, review, validate, and publish required MOP/ISB/FSB documents.
- Contribute to the knowledge base (KCS).
- Help train newly hired Technical Support Engineers.
- Perform other duties related to the role as assigned.
Mandatory Requirements
- All immediate family members (parents and siblings) including spouse and spouse's immediate family members are all Singaporean by birth.
Minimum Requirements
- Bachelor's degree in a relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university.
- Minimum 3 to 5 years of related experience in the field of telecommunications, preferably in a technical support role.
- Experience in operation, maintenance, and troubleshooting of fiber optic transport systems and associated technologies.
- Knowledge and experience in operation of optical transport systems.
- Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management.
- Knowledge of OTN and related technology.
- Packet and IP networking knowledge and experience, including but not limited to Layer 2 and Layer 3 switching and routing.
- Proven track record in the field of technical support and customer service.
- Ability to communicate effectively in English, both verbally and written.
Preferred Qualifications
- Experience and knowledge with Red Hat Linux operating system.
- Experience and knowledge in the operation of network management systems.
- Ciena CE (Carrier Ethernet) certification or equivalent.
- Ciena OC (Optical Communications) certification or equivalent.
- Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
- Ability to analyze, troubleshoot, and resolve complex problems.
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
- Proficient with various types of test equipment for optical and protocol testing.
- System-level troubleshooting on fiber optic telecommunications transport and switching equipment.
- Good abilities to build relationships and a proven record of excellent customer focus.
- Team player that is ready to contribute or lead troubleshooting activities.
- Willing to take responsibility for complete problem resolution.
- Ability to deal with stressful situations with colleagues and customers.
- Excellent customer service skills are required and can work with customers on both technical and management levels.
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