Global Technical Support Specialist
1 month ago
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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