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Technical Support Specialist

3 months ago

Canada Ciena Corporation Full time

Position Overview:

As a Technical Support Specialist, you will be responsible for delivering exceptional post-sales support for Ciena's diverse customer base. This role encompasses a range of responsibilities including testing, troubleshooting, and providing both on-site and remote technical assistance for all Ciena products.

Why Join Ciena?

  • We champion work-life balance and offer flexible work arrangements, including options for remote and part-time work.
  • Our commitment to an inclusive and diverse workplace fosters a sense of belonging and empowerment among our employees.
  • We prioritize employee well-being by providing comprehensive health programs and various paid family leave options.
  • We invest in professional development through tuition reimbursement and numerous learning opportunities.
  • We offer competitive compensation packages, including salaries, incentive programs, and stock options.
  • We understand the importance of time off to recharge, providing flexible paid time off policies.
  • We recognize and reward outstanding performance through a robust recognition program.

Your Contributions:

In this role, you will:

  • Deliver remote technical support for designated Ciena products, available 24/7 as needed.
  • Provide on-site assistance to customers when required.
  • Act as a Customer Lead Engineer when necessary.
  • Collaborate with design and manufacturing teams to address field issues.
  • Utilize diagnostic tools and lab research to resolve customer technical challenges.
  • Facilitate the escalation of incidents to relevant teams as needed.
  • Engage with Quality Assurance, Design, and Product Management to relay customer feedback.
  • Create and maintain essential documentation such as MOP/ISB/FSB.
  • Contribute to the knowledge base and mentor new Technical Support Engineers.
  • Travel to customer sites and Ciena locations as required.

Expectations:

  • Demonstrate initiative and the ability to work independently with minimal supervision.
  • Exhibit agility in decision-making and managing shifting priorities.
  • Possess strong communication skills to effectively convey ideas and influence stakeholders.
  • Build relationships and collaborate effectively within a team environment.
  • Show a commitment to innovation and staying informed about industry trends.

Qualifications:

  • A Bachelor's degree in a technical field (e.g., Engineering, Computer Science) with 8 to 14 years of relevant experience.
  • In-depth knowledge of SONET/SDH and DWDM/OTN technologies.
  • Experience in a technical support role within the telecommunications industry.
  • Proven problem-solving skills and a clear understanding of the telecommunications landscape.
  • Familiarity with Ciena products and their applications in the industry.

Commitment to Diversity:

Ciena is dedicated to fostering an environment where all employees feel respected and valued. We embrace diversity and do not tolerate discrimination in any form.

Equal Opportunity Employer:

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.