Global Technical Support Engineer

6 days 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. We lead with our humanity, driving business priorities alongside meaningful social, community, and societal impact.

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

· We recognize great work with a robust recognition program, including ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

· 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 Customer Lead Engineer role for specific customers, providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends. You will provide on-site support to customers when required.

· 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 as well as lab research to resolve the customer's technical problem.

· You will gather information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.

· 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.

What Ciena Communications, Inc. Expects of You:

· Customer Focus – what's important to the customer is equally important to you. You make addressing/solving issues a priority.

· Relationship Builder – you possess the ability to build trust relationships quickly.

· Agility – you are readily able to manage competing and ever-changing priorities under often stressful circumstances.

· Communication Expertise – you can effectively tailor a message/articulate a value proposition to an audience to enable engagement at all levels of an organization.

· Problem Solver – quickly able to understand/analyze an issue and propose an ideal solution.

· A Commitment to Learning – you keep abreast of the market and competition and use that information to Ciena's advantage.

The Must-Haves:

· 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 the operation of fiber optic transport and/or switching equipment.

· The ability to travel to customer sites and Ciena locations globally if needed, ensuring that customer-specific activities are tracked through Salesforce while concurrently developing and building effective relationships with key customers.

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

· Demonstrated proficiency with Microsoft Office Suite.

Assets:

· Working knowledge in data communications, UNIX SUN/Oracle, as well as 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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