Product Support Specialist

1 month ago

Ottawa, Ontario, Canada Ciena Canada, Inc. Full time
About the Role

Ciena Canada, Inc. is seeking a highly skilled Product Support Specialist to join our team. As a key member of our Global Product Support Engineering team, you will be responsible for providing expert-level technical support to our customers and internal stakeholders.

Key Responsibilities
  • Provide technical consultation to customers and internal teams on Ciena's optical products.
  • Analyze customer cases and drive improvements to the product life cycle process.
  • Collaborate with design and manufacturing teams to resolve field issues and drive design for serviceability and operability requirements.
  • Use debug tools and lab research to aid customers in resolving technical issues.
  • Work with quality assurance, design, product management, technical publications, and training teams to provide customer feedback.
  • Create, review, and publish method of procedure and field service bulletin documents.
  • Expand and improve knowledge base technical content.
  • Mentor and train new technical support engineers.
  • Travel to customer sites and Ciena locations globally as required.
  • Provide remote technical support for Ciena products 24/7.
Requirements
  • Bachelor's degree in a technical field (e.g., engineering, computer science) from a four-year college or university.
  • 5-10 years of experience in a technical support role with an equipment vendor in the telecommunications industry.
  • Strong knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications.
  • Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
  • Ability to analyze, troubleshoot, and resolve sophisticated problems.
  • Motivated self-starter with excellent time management skills and ability to work from broad guidelines with minimal direction.
  • Proficient with various types of test equipment for optical and protocol testing.
  • System-level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, UNIX, SUN, Oracle, and experience working in an IP network.
  • Excellent customer service skills and ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Ability to communicate effectively in English, both verbally and written.
About Ciena

Ciena is committed to building and fostering an environment in which our employees feel respected, valued, and heard. We value the diversity of our workforce and respect our employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

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