Field Service Engineer

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

As a Field Service Engineer at Ciena Communications, Inc., you will be responsible for providing expert technical support and services for our cutting-edge networking solutions directly at customer sites, ensuring optimal performance and customer satisfaction.

Responsibilities:**

* Lead and execute the installation, configuration, and maintenance of Ciena hardware and software solutions at customer premises.
* Diagnose and resolve complex technical issues related to network infrastructure, including routing and switching, using advanced problem-solving techniques.
* Provide comprehensive technical support to customers, including troubleshooting, system optimization, and performance monitoring.
* Effectively communicate technical information to both technical and non-technical stakeholders through clear written and verbal communication, including presentation delivery.
* Collaborate cross-functionally with internal teams (e.g., engineering, sales) and external partners to ensure seamless service delivery and customer success.
* Develop and deliver technical solution designs tailored to customer requirements, ensuring alignment with Ciena product capabilities.
* Manage and resolve conflicts with customers or internal teams professionally and constructively through effective negotiation and conflict management.
* Document technical procedures, troubleshooting guides, and service reports with high-quality technical writing.
* Utilize and contribute to the optimization of Network Management Systems for efficient network operation and fault resolution.
* Build and maintain strong interpersonal relationships with customers and internal stakeholders to foster long-term partnerships.
* Actively manage stakeholder expectations and maintain clear communication throughout service engagements.
* Stay current with industry trends and Ciena product advancements, particularly concerning network protocols.

Qualifications:**

* Proven experience in hardware installations and technical support roles within the telecommunications or networking industry.
* Strong understanding of network protocols, routing and switching technologies, and Network Management Systems.
* Demonstrated ability in problem solving complex technical issues in a field environment.
* Excellent communication, interpersonal relationships, and presentation delivery skills.
* Proficiency in technical writing for documentation and reporting.
* Experience with conflict management and negotiation in a customer-facing role.
* Ability to collaborate effectively with diverse teams and stakeholders.
* Capable of independent work and managing multiple tasks simultaneously.
* Bachelor's degree in Electrical Engineering, Computer Science, or a related technical field, or equivalent practical experience.
* Willingness to travel frequently to customer locations.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is anEqual Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.