ETS (Engineering Technical Support) Engineer

Ciena; United States; Remote; CAD 79,000 - 127,000; Full time

Job summary

An established industry player is seeking a passionate Engineering Technical Support Engineer to tackle complex networking challenges. In this dynamic role, you will collaborate with R&D teams, ensuring high-quality products meet customer requirements. You will work with cutting-edge technologies in a supportive, people-first environment, contributing to significant advancements in networking services. With a strong emphasis on personal growth and well-being, this opportunity offers a chance to make a meaningful impact while advancing your career in a forward-thinking company.

Benefits

Medical, dental, and vision plans

401(K) with company matching

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid sick leave

Vacation time

Company-paid holidays

Qualifications

• 5+ years of experience in networking with a focus on Routing and Switching.
• Strong troubleshooting and problem-solving skills are essential.

Responsibilities

• Act as a conduit for customer escalations into R&D for resolution.
• Work closely with engineers to diagnose and test end-to-end solutions.

Skills

Routing

Switching

SDN/NFV

5G experience

Troubleshooting

Problem-solving

Automated tests (Python)

Communication skills

Education

Bachelor’s degree in Computer Science

Master’s degree in Computer Science

Tools

Network Management Systems (Netconf, SNMP)

Ixia

Spirent

Docker containers

Virtual Network Functions (VNF)

Job description

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.

We are looking for an Engineering Technical Support (ETS) Engineer who is passionate about solving complex networking problems and helping our customers to do better. Duties include:

• Act as aconduit for customer and field escalations into R&D team for resolution. Then validate candidate software builds that resolve service impacting defects.
• Work closely with engineers from embedded software, testing, network management software, and hardware to diagnose, resolve, and test cohesive end-to-end solutions.
• Coordinate with test and development teams on a need basis.
• Ensure software meets the standards and functional requirements and make recommendations where applicable.
• You will work on market-leading technologies such as Distributed Network Function Virtualization Interface (DNFVI), Software-Defined Networking (SDN), vRouter/vSwitch, and next-generation leading-edge/core routers and switches - in a virtualized, micro-services oriented, container-based system architecture. This is an exciting time to join Ciena, as we aggressively drive our product portfolios forward into the future of advanced networking services.

Why is this role important within Ciena? What impact can you expect to have?

• Ciena software and hardware technologies are deployed in Global Networks, Private and Public Cloud Solutions, 4G/5G communications, and SD-WAN.
• Timely delivery of products to customers is essential so ensuring high-quality products that meet the customers’ requirements is paramount to the success of Ciena.

What type of work environment will you be working in? Who are the key teams with whom you will interact?

• R&D Software and Product Validation teams for Ciena Networking products
• Field Support teams
• Customer Accounts team
• PLM and Product Architects

What technical experience and/or professional and personal skills are required for this role?

• 5+ years of experience with Bachelor’s/ Master’s degree in Computer Science (or equivalent).
• Candidate should have a strong Routing, Switching or SDN/NFV or 5G experience.
• Experience in developing automated tests preferably using Python and other industry-standard tools and frameworks
• Position requires proficient troubleshooting and problem-solving skills
• Hands-on Experience on real-world topologies in at least three of the following domains: Ethernet/MPLS/ IP Routing, (BGP/ISIS/OSPF)/RSVP-TE/NFV
• Exposure to technologies like L3VPN, L2VPN, EVPN and Segment Routing.
• Desirable to have experience on NFV, Docker containers, Virtual Network functions (VNF), Hypervisor, software function chaining, Virtual Switch (OVS).
• Experience with Network Management Systems including knowledge of Netconf, SNMP & MIBs.
• Experience with test equipment such as Ixia, Spirent, Network emulators, Juniper/Cisco products.
• Experience writing or debugging software would be a significant plus but not a must.
• Must be a motivated, self-starter with strong commitment to product excellence.
• Excellent written and verbal communication skills, effectively able to collaborate with multiple teams across geographically diverse areas.

Pay Range:

The salary range for this role is $79, 300 - $126, 700 CDN

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.

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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 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.