Senior Technical Support Specialist

1 month ago

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

About the Role:

Ciena Canada, Inc. is seeking a highly skilled and experienced Technical Support Specialist to join our team. As a key member of our Global Technical Support team, you will be responsible for providing system-level post-sales support for our customer base.

Key Responsibilities:

  • Provide remote technical support via telephone or online for identified Ciena products 24x7 when required, including evenings and weekends.
  • Provide on-site support to customers where required.
  • Communicate with Design and Supply Chain on problems/issues found in the field.
  • Utilize debug tools and lab research to aid customers' technical problems, recover information necessary to escalate the incident/issue to senior engineers.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
  • Create, review, validate, and publish required MOP/KB/FSB documents describing solutions and procedures.
  • Contribute to knowledgebase.
  • Perform other duties as assigned.
  • Assist with complex network designs/topology and supportability of said network design/topology.

Requirements:

  • Bachelor's/Master's degree in a technical field (e.g., Engineering, Computer Science) from a four-year college or university.
  • Years of related experience or equivalent combination of education and experience.
  • Experience in a technical support role with an equipment vendor in the Telco industry.
  • Knowledge and experience with personal computers, Microsoft Office suite of software.
  • Expertise in data communications protocols, including Ethernet and IP networks.
  • Proficiency with various software applications, including Microsoft Outlook, Microsoft Word, and Excel.
  • Ability to analyze, troubleshoot, and resolve problems.
  • Familiarity with various types of test equipment for optical and protocol testing.
  • Experience with system-level troubleshooting on Layer 2/4 networks and associated DCN networks.
  • L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP.
  • L3: IPv4 and IPv6 routing (basic understanding), Routing protocols – OSPF, IS-IS, MP-BGP, MPLS-TP, and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS.
  • Familiarity with Linux OS and Kubernetes.
  • Expertise with passive optical networks (PON).
  • Exposure to virtual systems (software ran on customer-provided hardware).
  • Expertise in end-to-end solution designing (network architect).

Assets:

  • Experience with Element Management or Network Management systems would be an asset.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
  • Team player that is ready to contribute or lead elements of troubleshooting and problem resolution.
  • Ability to deal with stressful situations with colleagues and customers.
  • Problem-solving experience and expertise in the areas of Carrier Ethernet equipment, optical equipment, Passive Optical Networks, or associated management networks and products is a must.
  • Expertise in network validation and design.
  • Strong abilities to build relationships and strong customer focus skills.
  • Must have the ability to communicate effectively in English language both verbally and written.

Compensation and Benefits:

The annual pay range for this position in Canada is $78,200 CAD.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, 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.

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