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Global Product Support Specialist
2 months ago
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, as well as paid family leave programs.
- We are dedicated 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, 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.
Great Work Deserves Recognition
We have a robust recognition program with ongoing and enhanced awards for exemplary performance.
How You Will Contribute
As a Specialist, Global Product Support, you will be responsible for becoming a proactive member of the Packet Optical Global Product Centre of Excellence team. You will work with the Global Customer Care, design, and PLM teams to influence product quality and support GCC readiness for Ciena Optical Products.
- Provide expert-level technical consultation to the GCC organization when requested.
- Provide trend analysis on customer cases and drive improvements to the Ciena PLC process.
- Connect with Design and manufacturing on problems/issues found in the field and drive DFS/and DFO requirements in the products.
- Use debug tools and lab research to aid customer technical problems, recover information vital to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
- Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
- Create, review, validate, and publish required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
- Expand and improve knowledgebase (KCS) 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 (via telephone or online) for identified Ciena products 24/7 when required.
- Perform other duties as assigned.
What Ciena Canada, Inc. Expects of You
- Initiative - you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- A customer-first mentality - what's important to the customer is also important to you.
- Agility - with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem-solving.
- Communication expertise - you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
- The flexibility to work independently and as part of a broader team - you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
- Relationship builder - with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
- A commitment to innovation - you keep abreast of competitive developments and are always keen to formulate new ideas and problem-solve.
The Must-Haves
- Bachelor's degree in a technical field (e.g., Engineering, Computer Science) 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 understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
- Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
- Ability to analyze, trouble-shoot, and resolve sophisticated problems.
- Motivated self-starter with excellent time management skills and an 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, as well as experience working in an IP network.
- Good abilities to establish relationships and build excellent customer focus.
- Great teammate that is ready to assist in, or lead, troubleshooting.
- Willing to take ownership for complete problem resolution.
- Work in a collaborative environment and promote the sharing of knowledge and experiences.
- Must have the ability to communicate effectively in English, both verbally and written.
- Excellent customer service skills and the ability to work with customers on both technical and management levels.
- Excellent oral and written communication skills.
- Must be punctual and able to accept continuous unusual work hours, typically at very short notice.
