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Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout the RoleCiena Canada, Inc. is seeking a highly skilled Product Support Specialist to join our team. As a key member of our Global Product Support Engineering team, you will be responsible for providing expert-level technical support to our customers worldwide.Key ResponsibilitiesProvide technical consultation to customers on Ciena's optical...
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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...
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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...
Global Product Support Engineering Specialist
3 months ago
Ciena is dedicated to a people-centric approach. Our teams thrive in a culture that emphasizes a personalized and adaptable work environment, empowering individual passions, growth, well-being, and a sense of belonging. As a technology leader, we prioritize humanity, aligning our business goals with significant social, community, and societal contributions.
Why Choose Ciena:
Exceptional work deserves recognition. We have a comprehensive recognition program that includes ongoing and enhanced awards for outstanding performance.
Your Contributions:
Reporting to the Senior Manager of Global Technical Support, as a Specialist in Global Technical Support, you will play a proactive role within the Packet Optical Global Product Centre of Excellence team. Your responsibilities will include collaborating with Global Customer Care (GCC), design, and Product Lifecycle Management (PLM) to enhance product quality and ensure GCC readiness for CIENA Optical Products. Key responsibilities include:
Deliver expert-level technical consultation to the GCC organization as needed. Conduct trend analysis on customer cases and drive enhancements to the Ciena Product Lifecycle (PLC) process. Collaborate with Design and Manufacturing to address issues identified in the field and advocate for Design for Serviceability (DFS) and Design for Operability (DFO) requirements in products. Utilize debugging tools and lab research to assist in resolving customer technical issues, gathering essential information to escalate incidents or issues to Design, Product/Project Management, Documentation, or Training. Partner 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. Expand and enhance the knowledge base (KCS) technical content. Mentor, train, and support newly hired Technical Support Engineers. Travel to customer sites and Ciena locations globally as needed. Provide remote technical support (via telephone or online) for designated CIENA products 24/7 when required, including on-call duties during evenings and weekends. Perform additional duties as assigned.Ciena's Expectations:
Initiative – You are a self-starter who operates with minimal direction and is dedicated to meeting challenging deadlines. A customer-first mentality – You prioritize what is important to the customer. Agility – You can navigate between strategic and tactical tasks, managing competing and evolving priorities while maintaining a balanced and methodical approach to problem-solving. Communication skills – You can tailor your message and ideas to your audience to ensure understanding and consensus. The ability to work independently and as part of a broader team – You excel in a team environment, are comfortable working independently, and know how to achieve results in a virtual setting. Relationship builder – You have a proven ability to influence at all levels, quickly establishing trusted connections to facilitate collaboration. A commitment to innovation – You stay informed about competitive developments and are eager to generate new ideas and solutions.Essential Qualifications:
Bachelor's degree in a technical field (e.g., Engineering, Computer Science) from an accredited institution, with 5 to 10 years of relevant 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 sector. Strong understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications, with specialized proficiency in certain products or technologies. Proficiency in various office software applications, including Microsoft Outlook, Word, and Excel. Ability to analyze, troubleshoot, and resolve complex issues. Motivated self-starter with excellent time management skills, capable of working from broad guidelines with minimal supervision. Proficient with various types of test equipment for optical and protocol testing. Experience in system-level troubleshooting of fiber optic telecommunications transport and switching equipment. Knowledge of data communications, UNIX SUN/Oracle, and experience working in an IP network. Strong relationship-building skills and a focus on excellent customer service. A collaborative team player ready to assist in or lead troubleshooting efforts. Willingness to take ownership of complete problem resolution. Ability to work in a collaborative environment and promote knowledge sharing. Must possess effective communication skills in English, both verbal and written. Excellent customer service skills and the ability to engage with customers at both technical and management levels. Strong oral and written communication abilities. Must be punctual and able to accommodate unusual work hours, often at short notice.Ciena is committed to fostering an environment where our employees feel respected, valued, and heard. We value diversity in our workforce and respect our employees as individuals. We do not tolerate any form of discrimination and are an Equal Opportunity Employer, including disability and protected veteran status.
