Ciena · 2 hours ago
Resident Engineer - Remote US
United States
Full-time
Remote
Entry, Mid Level
$79K/yr - $127K/yr
2+ years expCiena is a global leader in high-speed connectivity, focusing on a people-first approach. The Resident Engineer will provide system level post-sales support for Ciena’s customer base, including troubleshooting and technical support for various Ciena products.
CollaborationDeliverySoftwareTelecommunications
Responsibilities
Provide on-site and telephone technical support on all Ciena packet optical and network management products
Analyze and provide network solution recommendations to customers and internal organizations (i.e. system engineers, consultants, etc.)
Evaluate product performance and serviceability in order to contribute to the design of new or modified products
Create, review, validate and publish required customer facing documents such as Method of Procedures (MOPS) and Root Cause Analysis (RCA) reports, perform audits, network health checks
You will be the main point of contact for any customer queries or troubleshooting and technical assistance on any Ciena products
Some travel may be required
No on call duty required for this assignment. Possible future assignments may involve on call
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
Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues
Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results
Excellent customers service interaction skills especially in stressful situations
Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems
Work with the development teams to obtain detailed technical information and understanding of company products
Work with others in the Service and Sales organization to obtain client network and relations information
Facilitating effective communication with internal stakeholders to ensure alignment and transparency regarding incidents, troubleshooting and systematic issues
Qualification
Required
Bachelor's degree in Electrical Engineering, Computer Science or related field/discipline
2-5 years' experience in technical support - preferably an equipment vendor in the Telco equipment industry
Excellent understanding of Ciena Packet products, Routing and NCP and various Switching/Transport technologies and products are required
Experience with writing automation scripts/ workflows utilizing Python or similar
Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution used to monitor and maintain customer networks
Familiar with the use of various optical test equipment
Able to prioritize and promptly respond to customer issues/requests
Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment
Assist with multi-product interoperability issues between Ciena products or with external vendor equipment
Requires fast and accurate judgment and analysis of complex situations and strong decision making skills
Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences
Team Player with the ability to adapt to a continually changing market and customer demands
Excellent oral and written communication skills
Firm understanding of the fiber optic transport and/or switching protocols
Mid-level expertise in data communications protocols is required
Benefits
Medical, dental, and vision plans
Participation in 401(K) (USA) & DCPP (Canada) with company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company-paid holidays
Paid sick leave
Vacation time
Paid Family Leave
Company
Ciena
Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete.
5001-10000 employees
H1B Sponsorship
Ciena has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (21)
2023 (36)
2022 (44)
2021 (30)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-02-07IPO
1995-12-01Series C
1994-12-01Series B
Leadership Team
Gary Smith
President & CEO
Kevin Kimberlin
Co-Founder
Recent News
2025-12-18
2025-12-16
Company data provided by crunchbase