Global Technical Support Specialist

1 month ago


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

About the Role:

Ciena Communications, Inc. is seeking a highly skilled and motivated Global Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers worldwide.

Key Responsibilities:

  • Provide system-level post-sales support to Ciena's customers, including testing, troubleshooting, and remote technical support.
  • Act as a Customer Lead Engineer for specific customers, providing 24/7 technical support via phone or online, including evenings and weekends.
  • Collaborate with Design and Supply Chain teams to resolve technical issues in the field, utilizing debug tools and lab research.
  • Escalate customer issues to senior engineers and partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
  • Develop and maintain knowledgebase articles, contribute to the creation of MOP/ISB/FSB documents, and train junior Technical Support Engineers.

Requirements:

  • Bachelor's degree in a technical field (e.g., Engineering, Computer Science) and technical support experience with an equipment vendor in the Telco industry.
  • Basic knowledge of fiber optic transport and/or switching equipment.
  • Ability to travel globally, ensuring effective relationships with key customers.
  • Problem-solving experience with SONET/SDH equipment, Carrier Ethernet equipment, or associated fiber optic facilities.
  • Demonstrated proficiency with Microsoft Office Suite.

Preferred Qualifications:

  • 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.


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