Senior Global Technical Support Associate
3 weeks ago
Ciena Communications, Inc. embraces a people-centric approach. Our organization fosters a culture that emphasizes a personalized and adaptable work environment, empowering individuals to pursue their passions, enhance their growth, and promote their overall well-being and sense of belonging.
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 nurtures empowered and dedicated employees.
· We understand the significance of well-being and offer a range of programs and benefits to support the mental and physical health of our employees and their families, including various paid family leave options.
· We prioritize employee development by providing tuition reimbursement and numerous in-house learning and mentorship opportunities.
· We recognize that financial stability is essential, offering competitive salaries along with incentive programs, RSUs (specific to job levels), and an employee stock purchase plan.
· We acknowledge that time off to recharge is vital, providing 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 Associate, 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 around the clock, including evenings and weekends, and providing on-site support when necessary.
· 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 information necessary to escalate incidents/issues to senior engineers, which may include engineering/design, product/project management, documentation, and/or training.
· Collaborating with Quality Assurance, Design, Product Management, Technical Publications, and Training, you will provide valuable customer feedback.
· You will create, review, validate, and publish essential MOP/ISB/FSB documents and contribute to the knowledge base (KCS).
· You will also train and mentor junior Technical Support Engineers.
Expectations from Ciena:
· A strong customer focus – prioritizing what matters to the customer is crucial to you. You make it a priority to address and resolve issues.
· A natural relationship builder – you can quickly establish trust and rapport.
· Agility – adept at managing competing and evolving priorities, even in stressful situations.
· Proficient communication skills – capable of tailoring messages and articulating value propositions to engage audiences at all organizational levels.
· A skilled 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) along 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 needed, ensuring customer-specific activities are tracked through Salesforce while simultaneously building 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 an IP network environment.
· Basic knowledge of OTN and related 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 cultivating an environment where our employees feel respected, valued, and heard. We value the diversity of our workforce 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.
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