Technical Support Customer Lead Engineer

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 individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Your Role

As a Technical Support Customer Lead Engineer, you will provide system level pre and post-sales support for your assigned customer/s. This includes remote or on-site testing, troubleshooting and technical support for CIENA products.
- Be the Customer Lead Engr (CLE) for assigned account.
- 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.
- Interface between customer and other technical support teams
- Work with internal stake holders to manage customer issues.

Your Responsibilities
- Be the Customer Lead Engr (CLE) for assigned account. Work with other internal teams to manage and resolve customer issues.
- Manage technical support cases/tickets end to end.
- Attend maintenance windows when needed.
- Be able to accept on-call duties outside of normal business hours when required. This includes being on weekend shift when the business requires.
- 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 Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
- 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 knowledgebase (KCS)
- Help train newly hired Technical Support Engineers.
- Performs other duties related to the role as assigned.
- Perform Resident Engineering functions on-site or remote, as assigned.
- Travel to customer sites and Ciena locations globally, as required.

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 relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university
- Minimum 3 to 5 years related experience in the field of telecommunications preferably in technical support role.
- Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
- 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 Layer 2 and Layer 3 switching and routing. Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
- Proven track record in the field of technical support and customer service.
- Must have the ability to communicate effectively in English both verbally and written.

Preferred Qualifications
- Experience and knowledge with Red Hat Linux operating system. Unix and/or Solaris experience
- Experience and knowledge in the operation of network management systems
- Ciena CE (Carrier Ethernet) certification or equivalent is an advantage
- Ciena OC (Optical Communications) certification or equivalent is an advantage
- 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 mínimal 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 build and 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 customer on both technical and management levels.
- Work in a collateral environment, which promotes sharing of knowledg