Lead Engineer GTS

Company:	Ciena Company Profile \| Current Opportunities (40)
Job Location(s):	Linthicum
Employment Term:	Regular
Employment Type	Full Time
Start Date:	As soon as possible
Starting Salary Range:	Not Provided
Required Education:	Bachelor's Degree
Required Experience:	Open
Related Categories:	Engineering - General, Telecommunications

Position Description

Job Title		Lead Engineer GTS

Location		Linthicum, MD, US

Organization Name		GNS - Americas - GTS

Position Summary

		Provide system level post-sales support for Ciena’s key customers. This includes testing, troubleshooting, onsite and telephone technical support involving diagnosing, troubleshooting, and debugging complex customer issues. Must possess; excellent understanding of SONET/SDH, OTN, ETHERNET, IP, and various Switching/Transport technologies and products. Good understanding and experience with Network Management software, UNIX, Sun Solaris and HP OpenView. Bachelor’s degree in Electronics Engineering, Computer Science or related field/discipline. 2-5 years experience in technical support - preferably an equipment vendor in the Telco equipment industry.

Essential Duties & Responsibilities

		* Provide technical assistance, onsite and telephone technical support, on all Ciena products 7 x 24 when required. * Ability to work in a 24 x 7 environment where shift work/on-call duty on evenings and weekends is required. * Use professional concepts in accordance with company objectives to solve customer problems escalated to this level of expertise from lower levels using product simulations, accurately defining the problem to development engineering and ensuring problem is fixed to satisfaction of customer. This might require travel to the customer’s site if problem duplication simulations are not effective in resolving customer problem. * Make recommendations of options of network functionality and performance enhancement of client and their sales rep or others (i.e. system engineers, consultants, etc.) * Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues. * Work with the development teams to obtain detailed technical information and understanding of company products. * Evaluate product performance and serviceability in order to contribute to the design of new or modified products. * Work with others in the Service and Sales organization to obtain client network and relations information. * Acts as a technical consultant to other Technical Support functions and others in the company. * Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports. * Contribute to customer support knowledgebase. * Mentor and train newly hired and advancing Technical Support Engineers.

Skills

		* Expert in defining problem down to design level and translating back to Development Engineering. * Excellent understanding of SONET/SDH, OTN, ETHERNET, IP and various Switching/Transport technologies and products are required. * Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results. * Requires fast and accurate judgment and analysis of complex situations and strong decision making skills. * Good understanding of Network Management software. * Act as technical escalation path for other GTS engineers. * Assist with multi-product interoperability internal and external to Ciena.

Desired Characteristics

		* Excellent customers service interaction skills especially in stressful situations. * Initiative: Encourages initiative in others, takes action to create opportunities or avoid problems. * Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences. * Team Player with ability to adapt to a continually changing market and customer demands. * Able to prioritize and promptly respond to customer issues/requests. * Excellent oral and written communication skills. * Must be punctual and able to accept continuous unusual work hours. Typically, there will be very short notice. * Traveling to customer site with short notice.

Education / Experience

		* Bachelor’s degree in Electronics Engineering, Computer Science or related field/discipline * 8 -15 years experience in technical support - preferably an equipment vendor in the Telco equipment industry

How To Apply