Provide emergency remote technical support on all Ciena optical transport and network management products. * 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. * Analyze and provide network solution recommendations to customers and internal organizations. * Participate with peers to co-resolve critical client multi-technology network issues and provide creative recommendations to highly complex network issues. * Work with the development teams to obtain detailed technical information and understanding of company products. * Evaluate product performance and serviceability in order to contribute to the design of new or modified products. * Work with others in the Service and Sales organization to obtain client network and relations information. Create review validate and publish required customer facing documents such as Method of Procedures (MOPS) and Root Cause Analysis (RCA) reports.

Highlights:

• Support
• Technical Support
• Cisco
• Scheduling
• Voice
• Integrate
• T1
• Network Services
• Networking
• Nortel