Senior Technical Support Specialist

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, fostering a culture that empowers individual passions, growth, wellbeing, and belonging. We lead with our humanity, driving business priorities alongside meaningful social, community, and societal impact.

Why Ciena Canada, Inc.?

  • We believe in life-work integration, providing 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, empowering employees and promoting well-being.
  • We recognize the importance of 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 provide flexible paid time off, allowing employees to recharge and maintain a healthy work-life balance.
  • We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

Job Summary

We are seeking a Senior Technical Support Specialist to join our Global Technical Support team. As a key member of our team, you will provide system-level post-sales support for Ciena's customer base, including testing, troubleshooting, and remote technical support for Ciena products.

Key Responsibilities

  • Provide remote technical support (via telephone or online) for identified Ciena products 24x7 when required, including evenings and weekends.
  • Provide on-site support to Customers where required.
  • Communicate with Design and Supply Chain on problems/issues found in the field.
  • Utilize debug tools and lab research to aid Customer's technical problems, recover information necessary to escalate the incident/issue to senior engineers.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Create, review, validate, and publish required MOP/KB/FSB documents describing solutions and procedures.
  • Contribute to knowledgebase.
  • Perform other duties as assigned.
  • Assist with complex network designs/topology and supportability of said network design/topology.

Requirements

  • Bachelor's/Masters' degree in a technical field (e.g. Engineering, Computer Science) from a four-year college or university.
  • Years of related experience or equivalent combination of education and experience.
  • Experience in a technical support role with an equipment vendor in the Telco industry.
  • Knowledge and experience with personal computers, Microsoft office suite of software.
  • Expertise in data communications protocols including Ethernet and IP networks.
  • Proficiency with various software applications including Microsoft Outlook, Microsoft Word, and Excel.
  • Ability to analyze, troubleshoot, and resolve problems.
  • Familiar with various types of test equipment for optical and protocol testing.
  • Experience with system-level troubleshooting on Layer 2/4 networks and associated DCN networks.
  • L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP.
  • L3: IPv4 and IPv6 routing (basic understanding), Routing protocols – OSPF, IS-IS, MP-BGP, MPLS-TP, and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS.
  • Familiar with Linux OS and Kubernetes.
  • Expertise with passive optical networks (PON).
  • Exposure to virtual systems (software ran on customer-provided hardware).
  • Expertise to end-to-end solution designing (network architect).

Assets

  • Experience with Element Management or Network Management systems would be an asset.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
  • Team player that is ready to contribute or lead elements of troubleshooting and problem resolution.
  • Ability to deal with stressful situations with colleagues and customers.
  • Problem-solving experience and expertise in the areas of Carrier Ethernet equipment, optical equipment, Passive Optical Networks, or associated management networks and products is a must.
  • Expertise in network validation and design.
  • Strong abilities to build relationships and strong Customer focus skills.
  • Must have the ability to communicate effectively in English language both verbal and written.

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