Senior Global Technical Support Associate
3 weeks ago
Ciena Communications, Inc. is dedicated to fostering a people-centric workplace. Our culture emphasizes a personalized and adaptable work environment that nurtures individual passions, growth, well-being, and a sense of belonging. As a leading technology firm, we prioritize humanity alongside our business objectives, ensuring our operations have a meaningful impact on society and the community.
Why Choose Ciena:
· We advocate for life-work balance and provide the necessary flexibility and resources to achieve this through options for remote and potentially part-time work.
· We are committed to creating an inclusive, diverse, and accessible workplace that empowers our employees.
· We understand the significance of employee well-being and offer comprehensive programs and benefits to support the mental and physical health of our workforce and their families, including various paid family leave options.
· We invest in employee development through tuition reimbursement and a range of in-house learning and mentorship programs.
· We recognize that financial stability is crucial, offering competitive salaries, incentive programs, RSUs, and an employee stock purchase plan.
· We acknowledge that time off to recharge is essential, providing flexible paid time off.
· Exceptional work deserves recognition. We have a comprehensive recognition program that rewards outstanding performance.
Your Contributions:
· Reporting to the Senior Manager of Global Technical Support, you will deliver system-level post-sales assistance to Ciena's clientele, encompassing testing, troubleshooting, and remote technical support.
· You will assume the role of Customer Lead Engineer for designated clients, offering remote technical assistance (via phone or online) for specific Ciena products 24/7 as needed, including evenings and weekends. On-site support may also be required.
· You will communicate with the Design and Supply Chain teams regarding issues encountered in the field, utilizing debugging tools and lab research to resolve technical challenges faced by customers.
· You will gather necessary information to escalate incidents/issues to senior engineers, which may involve engineering/design, product/project management, documentation, and/or training.
· Collaboration with Quality Assurance, Design, Product Management, Technical Publications, and Training will be essential to provide customer feedback.
· You will create, review, validate, and publish essential MOP/ISB/FSB documents and contribute to the knowledge base (KCS).
· Mentoring and training junior Technical Support Engineers will be part of your responsibilities.
Expectations from Ciena:
· A strong customer focus – prioritizing the customer's needs and effectively addressing and resolving issues.
· A relationship builder – possessing the ability to quickly establish trust and rapport.
· Agility – adept at managing competing and evolving priorities in often high-pressure situations.
· Communication skills – capable of tailoring messages and articulating value propositions to engage audiences at all organizational levels.
· A problem solver – able to swiftly analyze issues and propose effective solutions.
· A commitment to continuous learning – staying informed about market trends and competition to leverage that knowledge for Ciena's benefit.
Essential Qualifications:
· A Bachelor's degree in a technical discipline (e.g., Engineering, Computer Science) combined with technical support experience in the telecommunications sector.
· Fundamental understanding of fiber optic transport and/or switching equipment operations.
· Willingness to travel to customer sites and Ciena locations globally as required, ensuring that customer-specific activities are documented through Salesforce while developing effective relationships with key clients.
· Experience in problem-solving with SONET/SDH equipment, Carrier Ethernet equipment, or related fiber optic facilities.
· Proficiency in Microsoft Office Suite.
Preferred Qualifications:
· Familiarity with data communications, UNIX SUN/Oracle, and experience in IP networking.
· Basic knowledge of OTN and associated technologies.
· CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.
· Understanding of transport and switching systems for telecommunications applications and Optical Networking.
· Experience with various types of testing equipment for optical and protocol testing, as well as 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.
At Ciena, we are dedicated to creating and maintaining an environment where our employees feel respected, valued, and heard. We celebrate the diversity of our workforce and treat our employees as individuals. Discrimination of any form is not tolerated. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If you require any accommodation measures in relation to a job opportunity, please inform Ciena.
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