Customer Service Engineer

Company

Cyan is the leading supplier of purpose built, next-generation packet optical transport platforms with transformational network scale and multi-layer management. We are currently hiring world-class talent to build our innovative products and company.

JOB TITLE

SUMMARY

We are looking for a Petaluma, CA based customer service engineer with a strong technical support background and a drive for innovative excellence. As a customer service engineer you will provide high-level technical expertise via the telephone, web, or at the customer site. Customer Service engineers are highly skilled individuals who have expert knowledge of DWDM, packet and SONET products and applications. You would be responsible for managing early stage products in customer locations through mature product turn-up, test and troubleshooting. You will be responsible for managing customer events and situations in both remote and on-site scenarios.

DUTIES AND RESPONSIBILITIES

Live network troubleshooting with follow through of lab replication, technical escalation, and problem resolution
Provide initial fault isolation, proactive maintenance, status of systems, circuits and networks, and monitoring of customer network equipment
Proactively monitor customer connections utilizing sophisticated network monitoring tools
Ensure problems are satisfactorily resolved in a timely manner with focus on providing a high level of support for all customers
Proficient in delivering product demonstrations
Provide customer training and mentoring
Provide escalation support
Support and participate in customer lab testing and field trials
Development of customer specific test plans
Software programming and creation of scripts to enhance and scale customer monitoring and troubleshooting performance

QUALIFICATIONS

BSEE or equivalent with five years or more technical support experience in a comparable function
Must have strong problem solving, communication, interpersonal and leadership skills and demonstrate a history of high-level achievement in cross-functional organizations
Requires expertise in optical transmission systems, Ethernet protocols and SONET
Knowledge in the following areas is also desired: Multicast, VPNs, QoS, OSPF and PBB-TE
Self starter with attention to detail
Professional who takes ownership of problems from beginning to end
Some travel required
Good communication skills (verbal and written)

ADDITIONAL QUALIFICATIONS

Candidates who are familiar with any of the following will have a significant advantage.

Linux system administration
Python scripting experience is highly desirable