Technical Support Specialist

8 hours ago

Ottawa, Ontario, Canada Ciena Communications India Private Limited Full time
About the Role

Ciena Communications India Private Limited is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing expert-level technical support to our customers, resolving complex technical issues, and driving improvements to our product quality.

Key Responsibilities
  • Provide technical support to customers via phone, email, and online channels.
  • Resolve complex technical issues related to our Packet Optical products.
  • Collaborate with cross-functional teams, including Engineering, Quality Assurance, and Product Management, to drive improvements to our product quality.
  • Develop and maintain technical documentation, including Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
  • Expand and improve our knowledge base (KCS) technical content.
  • Mentor and train new Technical Support Engineers.
  • Travel to customer sites and Ciena locations globally, as required.
Requirements
  • Bachelor's degree in a technical field, such as Engineering or Computer Science.
  • 5-10 years of experience in a technical support role, preferably in the Telecommunications industry.
  • Strong knowledge of OTN and DWDM technologies.
  • Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
  • Excellent analytical and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Excellent communication and interpersonal skills.
What We Offer

Ciena Communications India Private Limited offers a comprehensive benefits package, including medical, dental, and vision plans, participation in a 401(K) plan, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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