Associate, Global Technical Support

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. SCOPE OF RESPONSIBILITIES Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design. SPECIFIC RESPONSIBILITIES • Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends. • Provide on-site support to Customers where required. • Communicate with Design and Supply Chain on problems / issues found in the field. • Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback. • Create, review, validate and publish required MOP/ISB/FSB documents. • Contribute to knowledgebase (KCS) • Train newly hired Technical Support Engineers. • Performs other duties as assigned • Perform a Customer Lead Engineer roll for specific customers • Resident Engineering functions on-site or remote • Travel to customer sites and Ciena locations globally EDUCATION AND EXPERIENCE Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience • Basic knowledge of the operation of fiber optic transport and/or switching equipment. • Experience in a technical support role with an equipment vendor in the Telco industry. • Proven problem solving experience and expertise • Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities • Basic knowledge of OTN and related technology • CE-A (Carrier Ethernet-Associate) certification • OC-A (Optical Communications-Associate) certification CANDIDATE PROFILE • Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel • Ability to analyze, trouble-shoot and resolve problems • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision • A working knowledge of transport and switching systems for telecommunications applications and Optical Networking • Experienced with various types of test equipment for optical and protocol testing. • Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment. • Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required. • Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network • Good abilities to build relationships build and strong Customer focus • Team player that is ready to contribute or ... (truncated, view full listing at source)