Senior Product Support Specialist

2 weeks ago

Ottawa, Ontario, Canada Ciena Canada, Inc. Full time

About the Role:


We are seeking a highly skilled Senior Consultant to join our Global Product Support team at Ciena Canada, Inc.


As a Senior Consultant, you will be responsible for providing technical leadership and support to our customers worldwide.


Key Responsibilities:



  • Provide system-level post-sales support for Ciena's customer base.
  • Identify and develop advanced service opportunities.
  • Develop in-depth knowledge of customer networks, deployments, and solutions.
  • Provide expert-level technical consultation to the Global Customer Care organization.
  • Drive improvements to the Ciena product life cycle process.
  • Collaborate with design and manufacturing teams to resolve field issues.
  • Use debug tools and lab research to aid customers' technical problems.
  • Work with Quality Assurance, Design, Product Management, and Technical Publications to provide customer feedback.
  • Create and publish required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
  • Expand and improve knowledge bases.
  • Mentor and train newly hired Technical Support Engineers.

Requirements:



  • Bachelor's degree in a technical field or equivalent experience.
  • Several years of experience in technical support with an equipment vendor in the Telecommunications industry.
  • Specialized proficiency in Ciena 6500, RLS, and Waveserver products.
  • Strong knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems.
  • Proficiency in Microsoft Office applications.
  • Ability to analyze, troubleshoot, and resolve sophisticated problems.
  • Motivated self-starter with excellent time management skills.
  • Proficient in test equipment for optical and protocol testing.
  • System-level troubleshooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, UNIX, SUN/Oracle, and IP networks.
  • Excellent customer service skills and effective communication skills.

Why Ciena:



  • We prioritize a personalized and flexible work environment.
  • We're a technology company that leads with our humanity.
  • We offer competitive salaries, incentive programs, and employee benefits.
  • We provide opportunities for professional growth and development.
  • We foster a culture of innovation and excellence.

What We Offer:



  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A recognition program for exemplary performance.
  • Flexible paid time off and a comprehensive leave policy.

About Ciena:


Ciena is a leading provider of networking and communications solutions.


We're committed to building a diverse and inclusive workplace culture.


We're an Equal Opportunity Employer and welcome applications from qualified candidates.


How to Apply:


Interested candidates should submit their resume and cover letter.

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