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.

Work Environment:

This is a hybrid working setup, not full remote work from home, with primary office location in Makati Philippines.

Your Role

• As a Technical Support Specialist, you will provide system level pre & post-sales support for CIENA’s Global Customer base.  This includes testing, troubleshooting and remote technical support for CIENA products, primarily network management systems.
• 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.  
• Successful candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.
• Support Ciena’s Network Management platform (Navigator Network Control Suite, NCS) as primary product. 

Your Responsibilities

• Support Ciena’s Network Management platform (Navigator Network Control Suite, NCS) as primary product. It is imperative that the successful candidate also needs to learn how the network management system works with the managed network elements like Optical systems, switches and routers.  This means learning enough of these other product suites to be able to provide best-in-class customer service.
• Provide remote technical support (via telephone or online) on identified Ciena products. 
• Manage technical support cases/tickets end to end.
• Be flexible and be able to accept on-call duties outside of normal business hours when required to support our customers and the business
• Act as the primary contact for troubleshooting and resolving technical issues for Ciena NCS customers, handling high-priority cases with a "Customer First" attitude.
• Utilize debug tools as well as lab research to aid Customer’s technical problem.
• Analyze and debug complex issues, review logs, and perform root cause analysis (RCA) in production and non-production environments.
• Review with peers and senior engineers, issues found in the field and work with relevant internal teams like Design to resolve issues.
• Recover and provide information necessary to facilitate escalation and resolution of issues.
• Provide Customer feedback to internal teams like Quality Assurance, Design, Product Line Management,
• Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
• Contribute to knowledge base (KCS).
• Perform a Customer Lead Engineer role for specific customers, as assigned.
• Perform Resident Engineering functions on-site or remote, as assigned when required by the business
• Travel to customer sites and Ciena locations globally, as required.

Minimum Qualifications

• Bachelor’s degree in technical field (e.g. Electronics and Communications Eng'g, Computer Science, Computer Eng'g, Information Technology) from a college or university.

• At least 3 years’ experience in a technical support role within the telecommunications industry.

• In-depth Knowledge of Linux Red Hat operating system preferably with experience in installation or maintenance of Linux based servers or network management system.
• Strong proficiency in APIs, SQL, Dockers, and containerized environments.
• Deep understanding of IP networking (TCP/IP, BGP, OSPF) and Layer 2/3 switching.
• Deep understanding of optical transmission systems, specially high capacity DWDM systems
• Must have the ability to communicate in English language both verbal and written

Preferred Qualification

• Experience with Ciena Navigator Network Control Suite (NCS) / MCP.
• Knowledge of virtualized environments (VMware ESXi, OpenStack, GCP).
• Knowledge of Netconf/YANG.
• Relevant certifications (e.g., Ciena CE-A/CE-P, OC-A/P). 
• Knowledge of Phyton scripting and SQL database
• Verifiable experience working on network management systems
• Verifiable experience in fiber optic telecommunications transport and switching equipment
• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
• Independent and can work outside of office location.

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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 an Equal 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.