Product Support Expert

2 months ago

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

About Ciena Canada, Inc.

Ciena Canada, 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 passions, growth, well-being, and belonging.

Why Ciena Canada, Inc.

  • We are committed to work-life integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
  • We believe in an inclusive, diverse, and barrier-free work environment that makes for empowered and committed employees.
  • We recognize the importance of employee well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families.
  • 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 and offer competitive salaries and incentive programs.
  • We realize the importance of time away to recharge and offer flexible paid time off.

Job Summary

We are seeking a highly skilled Global Product Support Specialist to join our team. As a key member of our Global Technical Support team, you will be responsible for providing expert-level technical consultation to our customers and driving improvements to our product quality.

Key Responsibilities

  • Provide expert-level technical consultation to customers and drive improvements to product quality.
  • Provide trend analysis on customer cases and drive improvements to our product life cycle process.
  • Connect with design and manufacturing teams to resolve problems and drive design for serviceability and operability requirements.
  • Use debug tools and lab research to aid customers in resolving technical issues.
  • Work with quality assurance, design, product management, technical publications, and training teams to provide customer feedback.
  • Create, review, validate, and publish required method of procedure and field service bulletin documents.
  • Expand and improve knowledgebase technical content.
  • Mentor, train, and advance newly hired technical support engineers.
  • Travel to customer sites and Ciena locations globally if required.
  • Provide remote technical support for identified Ciena products 24/7 when required.

Requirements

  • Bachelor's degree in a technical field from a four-year college or university with 5 to 10 years of related experience or equivalent combination of education and experience.
  • Several 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 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 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.
  • 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 language both verbally and written.

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