Senior Associate, Global Technical Support Specialist

1 month ago

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

Ciena Communications, Inc. is committed to creating a culture that prioritizes employee growth, well-being, and belonging. Our teams enjoy a flexible work environment that empowers individuals to pursue their passions and interests.

Why Ciena:

We believe in life-work integration and provide the tools and flexibility to make it a reality, including remote work and part-time options.

We strive to create an inclusive, diverse, and barrier-free work environment that empowers employees to succeed.

We recognize the importance of employee well-being and offer programs and benefits to support mental and physical health, including paid family leave programs.

We are committed to employee development, offering tuition reimbursement and in-house learning and mentorship opportunities.

We offer competitive salaries and incentive programs, as well as employee share option purchase programs.

We understand the importance of time away to recharge and offer flexible paid time off.

We recognize great work with a robust recognition program, including ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

As a Senior Associate, Global Technical Support, you will provide system-level post-sales support to Ciena's customers, including testing, troubleshooting, and remote technical support.

You will play a key role in communicating with the Design and Supply Chain teams relative to issues found in the field.

You will use debug tools and lab research to resolve customer technical problems and escalate issues to senior engineers as needed.

You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback and contribute to the knowledgebase.

You will create, review, validate, and publish required MOP/ISB/FSB documents and train and mentor junior Technical Support Engineers.

What Ciena Expects of You:

Customer focus – addressing and solving issues is a top priority.

Relationship building – you will build trust relationships quickly with customers and internal teams.

Agility – you will manage competing and ever-changing priorities under stressful circumstances.

Communication expertise – you will effectively tailor messages to engage audiences at all levels of the organization.

Problem-solving – you will quickly understand and analyze issues and propose ideal solutions.

A commitment to learning – you will stay up-to-date on market and competition trends to benefit Ciena.

The Must-Haves:

Bachelor's degree in a technical field, such as engineering or computer science, coupled with technical support experience in the Telco industry.

Basic knowledge of fiber optic transport and/or switching equipment.

Ability to travel to customer sites and Ciena locations globally, ensuring customer-specific activities are tracked through Salesforce.

Problem-solving experience with SONET/SDH equipment, Carrier Ethernet equipment, or associated fiber optic facilities.

Demonstrated proficiency with Microsoft Office Suite.

Assets:

Working knowledge in data communications, UNIX SUN/Oracle, and experience working in an IP network.

Basic knowledge of OTN and related technology.

CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.

A working knowledge of transport and switching systems for telecommunications applications and Optical Networking.

Experienced with various types of test equipment for optical and protocol testing, 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.

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