Global Product Support Engineering Specialist
4 weeks ago
The Global Product Support Engineering Specialist is a key role within the Packet Optical Global Product Centre of Excellence team at Ciena Corporation. This position is designed for individuals who are proactive and possess a strong technical background.
Key Responsibilities- Collaborate with Global Customer Care (GCC), design teams, and Product Lifecycle Management (PLM) to enhance product quality and ensure GCC readiness for Ciena Optical Products.
- Provide expert-level technical consultation to the GCC organization as needed.
- Conduct trend analysis on customer cases and implement improvements to the Ciena Product Life Cycle (PLC) process.
- Engage with design and manufacturing teams to address issues identified in the field, driving Design for Serviceability (DFS) and Design for Operability (DFO) requirements.
- Utilize debugging tools and laboratory research to assist customers with technical challenges.
- Gather essential information to escalate incidents or issues to relevant departments such as Design, Product Management, Documentation, or Training.
- Work closely with Quality Assurance, Design, Product Management, Technical Publications, and Training to relay customer feedback.
- Create, review, validate, and publish necessary Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
- Enhance and expand the knowledge base (KCS) technical content.
- Mentor and train newly hired Technical Support Engineers.
- Provide remote technical support for identified Ciena products as required.
The ideal candidate will possess:
- A Bachelor's degree in a technical field such as Engineering or Computer Science, with 5 to 10 years of relevant experience or an equivalent combination of education and experience.
- Extensive experience in a technical support role within the Telecommunications industry.
- Proficiency in various office software applications, including Microsoft Outlook, Word, and Excel.
- Experience with different types of test equipment for optical and protocol testing.
- Knowledge of data communications and UNIX systems, along with experience in IP networking.
- Strong communication skills in English, both verbal and written.
- Excellent customer service abilities and the capacity to interact with customers at both technical and management levels.
Ciena Corporation is dedicated to fostering a work environment that prioritizes respect, value, and inclusivity among its employees. The company values diversity and is committed to being an Equal Opportunity Employer.
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