(GPCoE) Specialist, Global Product Support Engineering

3 weeks ago

Ottawa ON, Canada Ciena Corporation Full time

GPCoE) Specialist, Global Product Support Engineering page is loaded (GPCoE) Specialist, Global Product Support Engineering
Apply locations Ottawa time type Full time posted on Posted 2 Days Ago job requisition id R024488 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 company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Join ourTalent Community to get relevant job alerts straight to your inbox. 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 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 offer flexible paid time off
We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.
Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support , you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for CIENA Optical Products. Provide expert level technical consultation to the GCC organization when requested.
Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products.
Use debug tools as well as lab research to aid Customer’s technical problem. Recover information vital to escalate the incident or issue to 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 Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
Expand and improve knowledgebase (KCS) technical content.
Mentor, train and advance newly hired Technical Support Engineers.
Travel to customer sites and Ciena locations globally if required.
Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. The flexibility to  work independently  and as  part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience.
Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel.
Proficient with various types of test equipment for optical and protocol testing.
Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network.
Must have the ability to communicate effectively in English language both verbal and written.
Excellent Customer service skills and the ability to work with customers on both technical and management levels.
Join ourTalent Community to get relevant job alerts straight to your inbox.
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. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. GPCoE) Specialist, Global Product Support Engineering
locations Ottawa time type Full time posted on Posted 2 Days Ago #J-18808-Ljbffr

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