Senior Associate, Global Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada Ciena Communications, Inc. Full time

About Ciena Communications, Inc.

Ciena Communications, Inc. is a technology company that prioritizes its people-first philosophy. Our teams enjoy a culture focused on providing a personalized and flexible work environment that empowers individual growth, well-being, and belonging.

Why Ciena Communications, Inc.

• 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 to create an inclusive, diverse, and barrier-free work environment that empowers and commits employees.

• We recognize the importance of employee well-being and offer programs and benefits to support and sustain mental and physical health.

• 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 understand the importance of time away to recharge and offer flexible paid time off.

• We recognize great work and have a robust recognition program with ongoing and enhanced awards for exemplary performance.

About the Role

As a Senior Associate, Global Technical Support Specialist, you will provide system-level post-sales support to Ciena's customers, including testing, troubleshooting, and remote technical support.

• You will play a key role in providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends.

• 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 and lab research to resolve customer technical problems.

• You will gather information necessary to raise incidents/issues to senior engineers.

• 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.

Requirements

• Customer focus – addressing/solving issues is a priority.

• Relationship Builder – building trust relationships quickly.

• Agility – managing competing and ever-changing priorities under stressful circumstances.

• Communication expertise – effectively tailoring a message/articulating a value proposition to an audience.

• Problem Solver – quickly understanding/analyzing an issue and proposing an ideal solution.

• A commitment to learning – staying up-to-date with market and competition information.

Qualifications

• 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 fiber optic transport and/or switching equipment operation.

• Ability to travel to customer sites and Ciena locations globally if needed, ensuring customer-specific activities are tracked through Salesforce.

• Problem-solving experience with SONET/SDH equipment, Carrier Ethernet equipment, or associated fiber optic facilities.

• Demonstrated proficiency with Microsoft Office Suite.

Preferred Qualifications

• Working knowledge in data communications, UNIX SUN/Oracle, and 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.

• A working knowledge of transport and switching systems for telecommunications applications and Optical Networking.

• 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.

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