About this Resident Engineer - Colombia role at Ciena
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.
Ciena is seeking a Resident Engineer to deliver post-sales technical expertise for a strategic customer environment in Colombia. This role contributes to network reliability, customer success, and operational performance across optical transport and network management solutions. The position partners with customers and internal teams to address complex network challenges and optimize service delivery.
How you will make an impact:
• Provide on-site and remote technical expertise across Ciena optical transport and network management products, including 6500, RLS, Waveserver, and MCP.
• Analyze network conditions and deliver solution recommendations to customers and internal stakeholders.
• Evaluate product performance and serviceability to inform product enhancements and modifications.
• Create, review, validate, and publish customer-facing documentation, including MOPs, RCA reports, audits, and network health checks.
• Serve as the primary technical contact for customer inquiries, troubleshooting activities, and product-related assistance.
• Resolve escalated system-level issues through product simulation, root cause analysis, and coordination with development engineering teams.
• Facilitate communication regarding incidents, troubleshooting activities, and systematic issues across stakeholder groups.
The must haves:
• Education: Bachelor’s degree in Electrical Engineering, Computer Science or related field/discipline.
• Experience: 4+ years of experience in technical support, preferably with a telecommunications equipment vendor.
• Application of OTN, Broadband, Photonics, DWDM, ROADM, and switching/transport technologies and products.
• Experience with OME 6500, RLS, and Waveserver optical transport platforms.
• Utilization of Python or similar technologies to develop automation scripts and workflows.
• Application of network management platforms and components used to monitor and maintain customer networks.
• Application of fiber optic transport, switching protocols, and data communications protocols.
Nice to haves:
• Application of amplifiers, CDC, terminals, and associated optical transport modules and configurations.
• Utilization of optical test equipment.
• Ability to prioritize and respond to customer issues and requests.
• Experience addressing interoperability issues across Ciena and third-party vendor equipment.
• Ability to analyze complex technical situations and make informed decisions.
• Experience working within collaborative knowledge-sharing environments.
• Excellent oral and written communication skills.
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.
