Senior Associate Global Technical Support

Job Description

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology companythat leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable. We offer unlimited paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

SCOPE OF RESPONSIBILITIESProvide 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. Knowledgeand experience with personal computers, and 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. Experiencewith Element Management or Network Management systems would be an 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 online) for identified CIENA products 24x7 when required. The 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 problems.
• 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 a technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years of related experience or an 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, troubleshoot 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 and strong Customer focus
• Team player who is ready to contribute or lead elements of troubleshooting and problem resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in the English language both verbal and written

Keyskills :
DWDMSDHTechnical SupportTransportTroubleshootingWDMOptical FiberOTNsonet