(GPCoE) Specialist, Global Product Support Engineering
4 weeks ago
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 individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.
Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.
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, RSUâs (job level specific) and an employee share option purchase program.
- We realize time away to recharge is important. We offer flexible paid time off
Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.
How You Will Contribute:
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. Specific Responsibilities include :
- 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 Customerâs 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. On call duty includes evenings and weekends.
- Perform other duties as assigned.
What Does Ciena Expect of You?
- Initiative â youâre a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- A customer first mentality â whatâs important to the customer is also important to you.
- Agility â with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
- Communication expertise â you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
- The flexibility to work independently and as part of a broader team â you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
- Relationship builder â with a proven ability to influence at all levels, youâre able to quickly develop trusted connections and get work done through others.
- A commitment to innovation â you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.
The Must Haves:
- Bachelorâs 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.
- Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
- Proficiency with various âofficeâ software applications including Microsoft Outlook, Microsoft Word, and Excel.
- Ability to analyze, trouble-shoot and resolve sophisticated problems.
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction.
- Proficient with various types of test equipment for optical and protocol testing.
- System level trouble shooting on fiber optic telecommunications transport and switching equipment.
- Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network.
- Good abilities to establish relationship and build excellent Customer focus.
- Great teammate that is ready to assist in, or lead, troubleshooting.
- Willing to take ownership for complete problem resolution.
- Work in a collaborative environment and promote the sharing of knowledge and experiences.Â
- 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.
- Excellent oral and written communication skills.
- Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.
#LI-JD
Not ready to apply? Join our Talent 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. We do not tolerate any form of discrimination.Ciena is an Equal Opportunity Employer, including disability and protected veteran status.If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Ottawa, Canada Ciena Full timeCiena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social,...
-
Ottawa, Canada Ciena Full timeCiena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social,...
-
Specialist, Global Product Support Engineering
3 weeks ago
Ottawa, Ontario, Canada Ciena Full timeCiena 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...
-
Specialist, Global Product Support Engineering
1 month ago
Ottawa, Ontario, Canada Ciena Full timeCiena 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...
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Ottawa, Canada Ciena Canada, Inc. Full timeCiena 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...
-
Nsp System Product Specialist
4 weeks ago
Ottawa, Canada NOKIA Full time**About Nokia** We create the technology to connect the world. Only Nokia offers a comprehensive portfolio of network equipment, software, services and licensing opportunities across the globe. With our commitment to innovation, driven by the award-winning Nokia Bell Labs, we are a leader in the development and deployment of 5G networks. Our communications...
-
Ottawa, Ontario, Canada Ciena Full timeCiena 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...
-
Ottawa, Ontario, Canada Ciena Full timeCiena 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...
-
Product Specialist
2 months ago
Ottawa, Canada Fortinet Full timeDescriptionThe product specialist will demonstrate leadership in driving our business results in assigned geography through active partnership in sales and marketing efforts. From an understanding of what the customer is trying to accomplish, work in partnership with sales team to demonstrate product capabilities and applicability to the customer and their...
-
Product Specialist
2 weeks ago
Ottawa, Canada Fortinet Full timeDescriptionThe product specialist will demonstrate leadership in driving our business results in assigned geography through active partnership in sales and marketing efforts. From an understanding of what the customer is trying to accomplish, work in partnership with sales team to demonstrate product capabilities and applicability to the customer and their...
-
Product Support Specialist
3 weeks ago
Ottawa, Canada THE SAFARILAND GROUP Full timeTOGETHER, WE SAVE LIVES **Duties & Responsibilities**: Primary Duties - Providing product and technical remote support to Med-Eng partners and customers and follow-up as needed to ensure issues have been resolved - Performing duties associated with inspecting, dismantling, repairing, maintaining, rebuilding, installing, and testing electrical and mechanical...
-
Product Specialist
3 weeks ago
Ottawa, Canada Axalta Full timeThe Product Specialist is a product technical resource for the market sales team. He/she will support all Axalta products in all segments including Premium, Mainstream, and Economy to promote growth and customer loyalty. The Product Specialist works as a member of a market sales team to contribute to sales growth and customer satisfaction. This is a...
-
Product Safety Engineer
3 days ago
Ottawa, Ontario, Canada The Engineering Institute of Canada Full timeResponsibilities TÜV SÜD America Inc., a global leader in testing, inspection, and certification, has an immediate opening for Product safety engineers based in Ottawa, ON. At TÜV SÜD America, we are passionate about technology, people, and the environment. Our commitment is to invest in our employees as well as to hire, develop, and engage the best...
-
Environmental Health and Safety Specialist
3 weeks ago
Ottawa, Canada DEW Engineering and Development Full timeDEW Engineering and Development is a multi-divisional technology company that designs and manufactures innovative products for global clients. DEW provides a wide range of services and products to our military and commercial customers including: design, test and evaluation; prototyping and development; and manufacturing. DEW offers opportunities for growth,...
-
Product Support Specialist
2 days ago
Ottawa, Ontario, Canada MED-ENG - A Brand of The Safariland Group Full timeTOGETHER, WE SAVE LIVESDuties & Responsibilities:Primary Duties Providing product and technical remote support to Med-Eng partners and customers and followup as needed to ensure issues have been resolved Performing duties associated with inspecting, dismantling, repairing, maintaining, rebuilding, installing, and testing electrical and mechanical systems and...
