Specialist, Global Product Support Engineering

Found in: beBee jobs CA - 2 weeks ago

Ottawa, Ontario, Canada Ciena Full time

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.

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

SCOPE OF RESPONSIBILITIES

Become a proactive member of Packet Optical Global Product Centre of Excellence. As a product Expert, responsibilities include consultation with the CoE support organization, analyzing customer issues and provide product enhancement and supportability requirements to the CPO (Packet Optical) product development cycle. Enhance the customer experience by advocating for product quality and supportability requirements and provide training for the GCC (Global Customer Care) organization. Provide system and solution level post-sales support for CIENA's Customer base. This includes testing, troubleshooting, on site and telephone technical support for CIENA products. A strong understanding of the fiber optic transport and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. 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 expert level technical consultation to the GCC organization when requested.
  • Provide input to the Ciena PLC (product Life Cycle) process as a GCC prime as required.
  • Connect with Design and manufacturing on problems / issues found in the field.
  • 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).
  • 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.

REQUIRED SKILLS

  • Proficiency with various 'office' 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.
  • Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
  • Full grasp of Optical Networking and packet knowledge based on the role.
  • Proficient with various types of test equipment for optical and protocol testing.
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with niche knowledge in some products and application of the technology.
  • 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.
  • Ability to take care of stressful situations with colleagues and customers.
  • 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.
  • Work in a collaborative environment and promote the sharing of knowledge and experiences.
  • Excellent oral and written communication skills.
  • Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

REQUIRED EXPERIENCE

  • 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 the operation of fiber optic transport and/or switching equipment.
  • In depth knowledge and experience with SONET/SDH ring transmission equipment, Carrier Ethernet enterprise equipment and associated fiber optic facilities.
  • Experience with OTN technology and its application to Ciena equipment.
  • Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
  • Experience as a technical lead on specific projects or issues
  • Problem solving experience.
  • Fundamental understanding of Telecommunications industry
  • Clear understanding of Technical Support industry and the application within Ciena.
  • CE-P (Carrier Ethernet-Professional) certification.
  • OC-P (Optical Communications-Professional) certification.

#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.

  • Technical Support Specialist

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada DNSnetworks Corp Full time

    Salary: 60-70kDNSnetworks is looking for an experienced Level 2 - technical support engineer who thrive on tackling diverse challenges in unique environments. Working in teams, the ideal candidate will directly contribute to operations via the timely delivery of technical solutions in support of the service delivery and operations team. You will have the...

  • Product Integrity

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Ciena Full time

    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...

  • Network/telecommunications Engineer

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada CPUS Engineering Full time

    Our client located in Ottawa, Ontario is looking for a Network/Telecommunications Engineer - multiple vacancies.CPUS Engineering is a niche agency specializing in the placement of skilled professionals with clients in the power industry, our services are not however limited to this area.Position Title: Network EngineerLocation: Ottawa, ON (Hybrid, to be...

  • Senior Specialist Software Developer

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown...

  • User Terminal Leo Antenna/rf Specialist

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown...

  • Principal Product Manager

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada OpenText Full time

    OPENTEXT OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Configuration Management Specialist

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada PAL Airlines Full time

    AirPro SAR Services is currently looking for a Configuration management specialist to join our team in Ottawa, Ontario, Canada. AirPro is a joint venture between Airbus Defence and Space and PAL Aerospace, fully dedicated to the successful operation of Canada's Fixed Wing Search and Rescue Aircraft Replacement (FWSAR) programme. AirPro provides day to-day...

  • Technical Specialist

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Ford Motor Company Full time

    Ford is redefining how it will build a better world for the future by creating a culture and opportunities where employees will capitalize on Ford's excellence in designing and building the most iconic products while also helping develop the future of world-class connected EVs. Ford is transforming our global automotive business to scale EVs, strengthen...

  • System & Solution Engineer

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Ciena Full time

    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...

  • Sr. Specialist SW Developer

    Found in: beBee jobs CA - 1 week ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown...

  • Cloud Engineer

    Found in: beBee jobs CA - 4 days ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown...

  • Senior System Engineer

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ andTSX:TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown to...

  • Senior RF Test Engineer

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Telesat Canada Full time

    Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown...

  • Manager, Solutions Engineering

    Found in: beBee jobs CA - 1 week ago

    Ottawa, Ontario, Canada Assent Compliance Full time

    Company DescriptionSummaryAssent is the leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for...

  • VP of Engineering

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Zighra Full time

    Zighra is an AI-powered cybersecurity company backed by Techstars, leveraging the latest technologies and world's best talent to realize exciting new possibilities in silent authentication. We're producing user-centric, technology-driven solutions to establish new paradigms in human-machine interaction. We aim to solve the cybersecurity challenges associated...

  • Engineer, Associate

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Abbott Full time

    About AbbottAbbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will...

  • Cloud Operations Specialist

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Assent Compliance Full time

    Company DescriptionSummaryAssent is the leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for...

  • Resource Specialist

    Found in: beBee jobs CA - 1 day ago

    Ottawa, Ontario, Canada Canadian Broadcasting Corporation Full time

    Position Title: Resource Specialist (On Site) (French Services)Status of Employment:PermanentPosition Language Requirement:English, FrenchLanguage Skills:English (Reading), English (Speaking), English (Writing), French (First Official Language), French (Reading), French (Speaking), French (Writing)Work at CBC/Radio-CanadaAt CBC/Radio-Canada, we create...

  • Machinist Engineer Advisor

    Found in: beBee jobs CA - 1 week ago

    Ottawa, Ontario, Canada Cuso International Full time

    Location: Iringa, TanzaniaStart Date: March 2024Placement Length: 6 MonthsLanguage Requirements: English Level 5-FluentOpen to Canadian Citizens and Permanent Residents of Canada OnlyThe Volunteer's RoleAs a Machinist Engineer Advisor (CNC), you will provide technical expertise and guidance in the field of machining and engineering, specifically focusing on...

  • Product Manager

    Found in: beBee jobs CA - 2 weeks ago

    Ottawa, Ontario, Canada Assent Compliance Full time

    Company DescriptionSummaryAssent is the leading solution for supply chain sustainability tailored for the world's top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for...