Global Technical Support

2 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.**

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

**How You Will Contribute**:

- Provide hands on support to remote Technical Support Engineers who in turn support Ciena’s global customers on a wide variety of industry leading equipment.
- The position includes exposure to technologies including optical transport, packet OTN and ethernet switching.
- The responsibilities cover a broad range including lab maintenance, system configuration and support, inventory control, and planning assistance.
- Lab Inventory control and asset management
- Assist with document management and web / tool administration / development (Apache, SharePoint, TCL, Expect, Python, Bash, Perl, REST API, etc.)
- Maintain virtual machines in VMWare ESXi environment (Windows 10)
- FMS patching including manipulation, and cleaning of optical fibers
- Configure, document, and maintain lab test configurations that mimic the customer networks
- Test equipment setup and operation (Spirent, JDSU/Thunderbird/Viavi, Exfo, Ixia/Keysight, WireShark)
- Utilize debug tools as well as lab research to aid Customer’s technical problem
- Perform upgrades and s/w installations
Contribute to knowledgebase (KCS)
- Ongoing training will be provided to develop familiarity with a range of products, systems, and test equipment in the Ciena transport portfolio

**Location**:

- Onsite, locally in our Ottawa COE and remotely for our India COE

**Education/Experience**:

- Degree in a technical field (e.g. Engineering, Computer Science) from a college or university with zero to three years related experience or equivalent combination of education and experience
- Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
- Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
- Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.

**CANDIDATE PROFILE**
- Ability to analyze, trouble-shoot and resolve problems
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with mínimal supervision
- An inquisitive nature, and self-motivation skills are important factors to success
- Knowledge of optical transport technology and test equipment would be an asset
- Interest in learning new technologies
- Strong verbal and written English language communication skills
- Very good organization skills to manage time, resources, and priorities
- Comfortable in both team and independent working environments
- Good problem-solving skills with the ability to troubleshoot
- Experience with Layer 1, 2 and 3 networking protocols

**Compensation and Benefits**

The annual pay range for this position is $57,400-$91,600 CAD.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

LI-Onsite

**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.

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