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. Not ready to apply? Join ourTalent Communityto get relevant job alerts straight to your inbox. Why Ciena: We are big proponents oflife-work integrationand provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. We believe aninclusive, diverse, and barrier-freework environment makes for empowered and committed employees. We recognize the importance ofwell-beingand offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. We are committed toemployee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. We know thatfinancial securityis important. We offer competitive salaries and incentive programs, RSU's (job level specific) and an employee share option purchase program. We realizetime awayto recharge is important. We offer flexible paid time off! Great work deservesrecognition.We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. How You Will Contribute: Reporting toDirector, Global Technical Support,as theResident Engineer on site at a customer premise in Redmond WA, you will be responsible for providing system level post-sales support for CIENA's Customer base including the following product lines: 6500, RLS, Waveserver, MCP among others. You are intended to be full-time based in the Charlotte, NC, US area as a Resident Engineer for Ciena customer which includes testing, troubleshooting and remote technical support for CIENA products. Provide on-site and telephone technical support on all Ciena optical transport and network management products. Ability to work in a 24 x 7 environment where shift work and on-call duty on evenings and weekends is required. 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. Some travel may be required. General Activities 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 may require travel to the customer's site if problem duplication efforts are not effective in resolving customer problem. 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. Collaboration with stakeholders 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. What Does Ciena Expect of You? Initiative -you're a self-starter w