Senior Escalation Engineer

Ciena   •  

San Jose, CA

Industry: Telecommunications


Less than 5 years

Posted 34 days ago

Ciena may well be the most important technology company you’ve never heard of. The innovations that wow us (driverless cars), and those we now take for granted (the ability to mobile-stream your favorite show) are the products of ingenuity from some brilliant and forward-thinking companies. But those companies rely on Ciena, another vanguard of innovation, to create and advance the underlying networks that bring their breakthroughs to our doorsteps. VR, AI, IOT, 5G … literally none of it would be possible without the mind-boggling technology that makes the internet itself work. For more than 25 years, Ciena has been the global leader in networking strategy, and our technology has been part of the critical infrastructure running within the most advanced companies in the world.

What will you do at Ciena?
At Ciena we are building more adaptive networks in response to the constantly changing world. This is an opportunity to impact the world by developing software and hardware technologies that impact Global Networks, Private and Public Cloud Solutions, 4G/5G communications, and SD-WAN. Developing great networking technology takes more than desire: it takes amazing people who understand collaboration, respect, and who reach out to the world through their respective talents. At Ciena, we provide multiple avenues for you to make the world a better place. If you’re looking for more than just a job, we invite you to explore the opportunities available and apply today.

The Packet Software and Access R&D organization is responsible for delivering platform-independent Service Aware Operating System (SAOS), Access products and next-generation virtualized operating system to support Virtualized/SDN/NFV applications.


  • Coordinate & collaborate with CIENA global technical support personnel to gain in-depth understanding of issue and gather all necessary debugging information and work closely with different engineering teams to provide workaround and ultimately resolution to problems.
  • Participate in customer conference calls related to tracking and release scheduling of the defect fixes. Maintain history of customer issues, review of Solution test cases and present escape analysis on regular basis
  • Work independently and drive customer issues to successful closure with minimal help
  • Review systems and solution test plans to ensure coverage of customer use-cases, review internally found product defects and highlight critical issues that can have potential customer impact
  • Participate in training of Tier-I and Tier-II technical support teams (GTS & GPS)
  • Some travel (domestic & international) may be required for customer demos/certifications
  • Ability to work on weekend and after hours on needed basis to provide support to global customers and overlap coverage with India team.

Required Skills

  • Position requires proficient troubleshooting and problem-solving skills
  • Must be a motivated, self-starter with demonstrated attention to detail
  • Team oriented; strong inter-personal skills and ability to understand customers’ needs, expectations and perspective
  • CCIE in Routing & Switching or MPLS will be a plus

  • Strong verbal and written communication skills
  • Strong commitment to product excellence

General Activities
Members of the ETS team have several key deliverables within the Packet Network organization. First is to act as a conduit for customer and field escalations into R&D team for resolution. Activities include problem analysis & recreation using tools and network elements involved, followed by the creation of software defects where appropriate. ETS engineers will then validate candidate software builds that resolve service impacting defects. Lastly, the team executes performance & scalability testing to assist with product architecture requirements and customer soft reference designs.

Areas of impact
Typically spanning from the Metro edge to the customer edge, these products provide Carrier Ethernet/MPLS/G.8032/TDM services in mobile backhaul, enterprise and residential domains.


  • Bs/Ms Computer Science or Electrical Engineering with 4 to 5 years of experience in support and escalation in networking and telecommunications domain.
  • An experienced individual interested in the area of telecommunications and test, networking experience with Routers, Switches, WAN, LAN, TDM, VoIP, Telecomm, and other internetworking technologies.
  • Expertise in Data Networking, Ethernet switches and Ethernet products architecture
  • Good knowledge of network design and deployment scenarios in Carrier/Metro Ethernet Space, SDN, virtualizations.
  • Hands-on Experience on real-world topologies in at least three of the following domains: MPLS/TDM /OAM (BFD, CFM, AIS),
  • Detailed knowledge and understanding of TCP/IP—addressing, routing protocols (BGP, OSPF, MPLS, etc.), and transport protocols (UDP and TCP).
  • Detailed knowledge and hands on experience in troubleshooting routing protocol issues including BGP, OSPF
  • Experience of working with Telco and network service providers (TDM, Ethernet, DWDM, MPLS)
  • Knowledge with network services such as DNS, DHCP, NTP and Authentication (RADIUS & TACACS)
  • Experience with Network Management Systems including knowledge of SNMP & MIBs
  • Experience with test equipment such as Ixia, Spirent, Network emulators, Juniper/Cisco
  • Understanding of network performance analysis and capacity planning best practices.
  • High Level Understanding of Windows, UNIX and Linux based server technologies
  • Experience writing or debugging software would be a significant plus but not a requirement
  • Understanding of SDN and NFV concepts would be a significant plus but not a requirement
  • Able to effectively operate as self-managing and self-starting.
  • Possesses good communication and interpersonal skills.
  • Believe in providing the highest quality of service and strive for efficiency.
  • Willing to be flexible with the Network Operations work schedule to support multiple shifts.

Rewarding experience. Meaningful outcomes.

Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.

A distinct way to work

Free thinking, free discussion, and collaboration are the norm. Expect more satisfying outcomes - both personal and professional.

Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender or age.

Ciena is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific needs / accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to any specific needs / accommodation measures will be addressed confidentially.

What you can expect from us

  • You will receive notification of your successful application
  • Successful applicants will be contacted by Talent Acquisition for an initial discussion
  • If suitable you will be considered for the short list and our formal interview process