Senior Consultant, Global Product Support Engineering
1 month ago
About Ciena
Ciena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.
Why Ciena?
- We believe in life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
- We strive for an inclusive, diverse, and barrier-free work environment that empowers and commits 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, as well as paid family leave programs.
- We are committed to employee development, offering tuition reimbursement and in-house learning and mentorship opportunities.
- We offer competitive salaries and incentive programs, RSU's (job level specific), and an employee share option purchase program.
- We provide flexible paid time off to recharge.
- We have a robust recognition program with ongoing and enhanced awards for exemplary performance.
How You Will Contribute:
As a Senior Consultant, Global Product Support Engineering, you will be a proactive member of the Packet Optical Global Product Centre of Excellence team. You will work with GCC (Global Customer Care), design, and PLM to influence product quality and support GCC readiness for CIENA Optical Products. Your specific responsibilities will include:
- Providing technical leadership and system-level post-sales support for CIENA's customer base.
- Identifying advanced service opportunities.
- Developing in-depth knowledge of customer networks, deployments, and overall solutions employed with Ciena equipment.
- Providing expert-level technical consultation to the GCC organization.
- Analyzing customer cases and driving improvements to the Ciena PLC (product Life Cycle) process.
- Collaborating with design and manufacturing on problems/issues found in the field and driving DFS (Design for Serviceability) and DFO (Design for Operability) requirements in products.
- Using debug tools and lab research to aid customers' technical problems and recover vital information to escalate incidents or issues to design, product/project management, documentation, or training.
- Working with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
- Creating, reviewing, validating, and publishing required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
- Expanding and improving knowledgebases (KCS) technical content.
- Mentoring, training, and advancing newly hired Technical Support Engineers.
- Traveling to customer sites and Ciena locations globally if required.
- Providing remote technical support (via telephone or online) for identified CIENA products 24/7 when required, including evenings and weekends.
What Ciena Expects of You:
- Initiative – you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- A customer-first mentality – what's important to the customer is also important to you.
- Agility – 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 – 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 – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
- Relationship building – with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
- A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem-solve.
The Must-Haves:
- Bachelor's degree in a technical field (e.g., Engineering, Computer Science) from a four-year college or university with over 10 years of related experience or an equivalent combination of education and experience.
- Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
- Specialized proficiency in CIENA 6500, RLS, and Waveserver products.
- Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications/systems, with special proficiency in some products or technologies.
- Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
- Ability to analyze, troubleshoot, 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, and experience working in an IP network.
- Good abilities to establish relationships 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.
- Ability to communicate effectively in English, both verbally 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.
- Punctuality and ability to accept continuous unusual work hours, typically at very short notice.
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout the Role:Ciena Canada, Inc. is seeking a highly skilled Senior Consultant, Global Product Support Engineering to join our team. As a key member of our Global Product Centre of Excellence, you will be responsible for providing technical leadership and support to our customers worldwide.Key Responsibilities:Provide technical leadership and support to...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeCiena Canada, Inc. is committed to fostering a culture of innovation and excellence.As a Senior Consultant, Global Product Support Engineering, you will be part of a team that prioritizes customer satisfaction and technical expertise.Key Responsibilities:Provide technical leadership and support for Ciena's customer base.Identify opportunities for advanced...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeCiena Canada, Inc. is committed to delivering exceptional customer experiences.About the Role:We are seeking a highly skilled Senior Consultant, Global Product Support Engineering to join our team. As a key member of our Global Product Centre of Excellence, you will be responsible for providing technical leadership and support to our customers worldwide.Key...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual passions, growth, wellbeing, and belonging. We lead with our humanity, driving business priorities alongside meaningful social, community, and societal impact.Why Ciena?We champion life-work integration, providing flexibility...
-
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual passions, growth, wellbeing, and belonging. We lead with our humanity, driving business priorities alongside meaningful social, community, and societal impact.Why Ciena?We champion life-work integration, providing flexibility...
-
Ottawa, Ontario, Canada Ciena Full timeCiena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual passions, growth, wellbeing, and belonging.Why Ciena:We offer a flexible work environment that integrates life and work, providing remote work and part-time work options.We strive for an inclusive, diverse, and barrier-free work...
-
Senior Analog Design Engineer
2 weeks ago
Ottawa, Ontario, Canada Trisian-Global Consulting LLC Full timeTrisian-Global Consulting is seeking a Senior Analog Design Engineer to contribute to the development of high-performance transimpedance amplifiers (TIAs) in Ottawa, Canada. This position will be responsible for designing and leading edge TIAs, primarily in Silicon Germanium (SiGe) BiCMOS technology, where circuit performance will need to transcend beyond...
-
Senior Mechanical Engineer
4 weeks ago
Ottawa, Ontario, Canada WSP Global Inc. Full timeThe OpportunityWe are seeking a highly skilled Mechanical Engineer to join our team at WSP Global Inc. as a Senior Mechanical Engineer. This is a unique opportunity to apply your mechanical engineering knowledge and expertise to a variety of projects, from conceptual design to completion.As a Senior Mechanical Engineer, you will be responsible for applying...
-
Senior Mechanical Engineer
4 weeks ago
Ottawa, Ontario, Canada WSP Global Inc. Full timeThe OpportunityWe are seeking a highly skilled Mechanical Engineer to join our team at WSP Global Inc. as a Senior Mechanical Engineer. This is a unique opportunity to apply your mechanical engineering knowledge and expertise to a variety of projects, from conceptual design to completion.As a Senior Mechanical Engineer, you will be responsible for applying...
-
Global Product Support Specialist
4 weeks ago
Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout Ciena Canada, Inc.Ciena Canada, Inc. is committed to building and fostering an environment in which our employees feel respected, valued, and heard. We value the diversity of our workforce and respect our employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected...
