Associate, Global Technical Support

6 months ago

Ottawa, 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.**

**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 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 the Senior Manager, Global Technical Support, as an Associate, Global Technical Support, you will provide system level post-sales support to Ciena’s customers, including testing, troubleshooting and remote technical support.
- You will play a Customer Lead Engineer roll for specific customers, providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends. You will provide on-site support to customers, when required.
- You will be responsible for communicating with the Design and Supply Chain teams relative to issues found in the field. You will use debug tools as well as lab research to resolve the customer’s technical problem.
- You will amass information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.
- You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- You will create, review, validate and publish required MOP/ISB/FSB documents and contribute to the knowledgebase (KCS).
- You will train and mentor junior Technical Support Engineers.

**What Does Ciena Expect of You?**
- **Customer focus** - what’s important to the customer is equally important to you. You make addressing/solving issues a priority.
- **Relationship Builder** - you possess the ability to build trust relationships quickly.
- **Agility **- you are readily able to manage competing and ever-changing priorities under often stressful circumstances.
- **Communication expertise **- you can effectively tailor a message/articulate a value proposition to an audience to enable engagement at all levels of an organization.
- **Problem Solver** - quickly able to understand/analyze an issue and propose an ideal solution.
- **A commitment to learning** - you keep abreast of the market and competition and use that information to Ciena’s advantage.

**The Must Haves**:

- Bachelor’s degree in A technical field (e.g. Engineering, Computer Science) coupled with technical support experience with an equipment vendor in the Telco industry.
- Basic knowledge of the operation of fiber optic transport and/or switching equipment.
- The ability to travel to customer sites and Ciena locations globally if needed, ensuring that customer specific activities are tracked through Salesforce while concurrently developing and building effective relationships with key customers.
- Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
- Demonstrated proficiency with Microsoft Office Suite.

**Assets**:

- Working knowledge in data communications, UNIX SUN/Oracle as well as experience working in an IP network
- Basic knowledge of OTN and related technology
- CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.

Experienced with various types of test equipment for optical and protocol testing, system level troubleshooting 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.

LI-JD

**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 respec

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