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Senior Consultant, Global Technical Support Engineering
2 months ago
Ciena is dedicated to our people-first 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 company, we prioritize humanity, aligning our business objectives with significant social, community, and societal contributions.
Why Choose Ciena:
- We advocate for life-work integration, providing the flexibility and resources necessary to achieve this through remote and potentially part-time work.
- We believe that an inclusive, diverse, and accessible workplace fosters empowered and dedicated employees.
- We understand the significance of well-being and offer programs and benefits that support the mental and physical health of our employees and their families, including various paid family leave options.
- We are committed to employee development, offering tuition reimbursement and a range of in-house learning and mentorship opportunities.
- We recognize that financial security is essential, providing competitive salaries, incentive programs, RSUs (specific to job levels), and an employee stock purchase plan.
- We acknowledge the importance of time off to recharge, offering flexible paid time off.
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 Senior Consultant 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:
- Providing technical leadership for system and solution-level post-sales support for Ciena's customer base.
- Identifying advanced service opportunities where applicable.
- Developing an in-depth understanding of customer networks, deployments, and overall solutions utilizing Ciena equipment.
- Offering expert-level technical consultation to the GCC organization as needed.
- Conducting trend analysis on customer cases and driving enhancements to the Ciena Product Life Cycle (PLC) process.
- Collaborating with design and manufacturing to address issues identified in the field and driving Design for Serviceability (DFS) and Design for Operability (DFO) requirements in products.
- Utilizing debugging tools and lab research to assist customers with technical issues, gathering essential information to escalate incidents or issues to design, product/project management, documentation, or training.
- Working with Quality Assurance, Design, Product Management, Technical Publications, and Training to relay customer feedback.
- Creating, reviewing, validating, and publishing necessary Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
- Expanding and enhancing knowledge bases (KCS) technical content.
- Mentoring, training, and developing newly hired Technical Support Engineers.
- Traveling to customer sites and Ciena locations globally as required.
- Providing remote technical support (via telephone or online) for designated Ciena products 24/7 when necessary, including on-call duties during evenings and weekends.
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: What matters to the customer is also a priority for you.
- 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 adapt your message and ideas to your audience to ensure clarity and consensus.
- The ability to work independently and as part of a broader team: You excel in a team setting, are comfortable working autonomously, and know how to achieve results in a virtual environment.
- Relationship-building: With a proven ability to influence at all levels, you can quickly establish trusted connections and collaborate effectively.
- 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 over 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.
- Specialized knowledge of CIENA 6500, RLS, and Waveserver products.
- Strong understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications, with special 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 customer satisfaction.
- 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, capable of engaging 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 workforce diversity and respect our employees as individuals. Discrimination of any form is not tolerated. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted regarding a job opportunity, please inform Ciena of any accommodation measures you may require.
