Technical Support Customer Lead Engineer

2 months ago

Singapur, Singapore Ciena Communications Singapore Pte. Ltd. Full time

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, well-being, and belonging.

Our Mission

We are committed to driving business priorities alongside meaningful social, community, and societal impact.

Job Summary

We are seeking a highly skilled Technical Support Customer Lead Engineer to provide system-level pre and post-sales support for our assigned customers. This role involves remote or on-site testing, troubleshooting, and technical support for Ciena products.

Key Responsibilities

  • Be the Customer Lead Engineer (CLE) for assigned accounts.
  • Provide technical support and guidance to customers on Ciena products.
  • Work with internal teams to manage and resolve customer issues.
  • Manage technical support cases/tickets end-to-end.
  • Attend maintenance windows when required.
  • Provide on-call technical support via telephone or online.
  • Provide on-site support to customers where required.
  • Communicate with Design and Supply Chain on problems/issues found in the field.
  • Utilize debug tools and lab research to aid customer technical problems.
  • Escalate incidents/issues to senior engineers as needed.
  • 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.

Requirements

  • Bachelor's degree in a relevant technical field (e.g., Electronics, Communication Engineering, Computer Science).
  • 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 Layer 2 and Layer 3 switching and routing.
  • Proven track record in 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 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 proven record of excellent customer focus.
  • Team player 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 required, able to work with customers on both technical and management levels.

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