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Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada Ciena Corporation Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our Global Product Support Engineering team at Ciena Corporation. As a key member of our team, you will be responsible for providing expert-level technical consultation to our Global Customer Care organization, driving improvements to our product quality, and supporting the readiness of our Optical Products.

Key Responsibilities
  • Provide technical consultation to the GCC organization on complex technical issues.
  • Analyze customer cases and drive improvements to our product life cycle process.
  • Collaborate with design and manufacturing teams to resolve field issues and drive design for serviceability and operability requirements.
  • Use debug tools and lab research to aid customers in resolving technical problems.
  • Work with quality assurance, design, product management, technical publications, and training teams to provide customer feedback.
  • Create, review, and publish method of procedure and field service bulletin documents.
  • Expand and improve our knowledge base technical content.
  • Mentor and train newly hired technical support engineers.
  • Travel to customer sites and Ciena locations globally as required.
  • Provide remote technical support for identified Ciena products 24/7.
Requirements
  • Bachelor's degree in a technical field, such as engineering or computer science, from a four-year college or university.
  • 5-10 years of experience in a technical support role with an equipment vendor in the telecommunications industry.
  • Strong knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications.
  • Proficiency in various office software applications, including Microsoft Outlook, Word, and Excel.
  • Ability to analyze, troubleshoot, and resolve complex technical problems.
  • Motivated self-starter with excellent time management skills and ability to work with minimal direction.
  • Proficient in various types of test equipment for optical and protocol testing.
  • System-level troubleshooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, UNIX, SUN, and Oracle, as well as experience working in an IP network.
  • Excellent customer service skills and ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Ability to communicate effectively in English, both verbally and in writing.
What We Offer
  • A collaborative and dynamic work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A recognition program that rewards excellence.
  • A commitment to diversity and inclusion.