Senior Consultant, Global Product Support Engineering
1 month ago
About Ciena
Ciena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.
Why Ciena?
- We believe in life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
- We strive for an inclusive, diverse, and barrier-free work environment that empowers and commits employees.
- We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families, as well as paid family leave programs.
- We are committed to employee development, offering tuition reimbursement and various in-house learning and mentorship opportunities.
- We know that financial security is important and offer competitive salaries and incentive programs, RSU's (job level specific), and an employee share option purchase program.
- We realize the importance of time away to recharge and offer flexible paid time off.
How You Will Contribute:
As a Senior Consultant, Global Product Support Engineering, you will be a proactive member of the Packet Optical Global Product Centre of Excellence team. You will work with GCC (Global Customer Care), design, and PLM to influence product quality and support GCC readiness for CIENA Optical Products. Your specific responsibilities will include:
- Providing technical leadership and system-level post-sales support for CIENA's customer base.
- Identifying advanced service opportunities where possible.
- Developing an intimate, in-depth knowledge of customer networks, deployments, and overall solutions employed with Ciena equipment.
- Providing expert-level technical consultation to the GCC organization when requested.
- Providing trend analysis on customer cases and driving improvements to the Ciena PLC (product life cycle) process.
- Connecting with design and manufacturing on problems/issues found in the field and driving DFS (design for serviceability) and DFO (design for operability) requirements in products.
- Using debug tools and lab research to aid customers' technical problems, recover information vital to escalate incidents or issues to design, product/project management, documentation, or training.
- Working with quality assurance, design, product management, technical publications, and training to provide customer feedback.
- Creating, reviewing, validating, and publishing required method of procedure (MOP) and field service bulletin (FSB) documents.
- Expanding and improving knowledge bases (KCS) technical content.
- Mentoring, training, and advancing newly hired technical support engineers.
- Traveling to customer sites and Ciena locations globally if required.
- Providing remote technical support (via telephone or online) for identified CIENA products 24/7 when required, including on-call duty with evenings and weekends.
What Ciena Expects of You:
- Initiative – you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- A customer-first mentality – what's important to the customer is also important to you.
- Agility – with the ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem-solving.
- Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
- The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
- Relationship building – with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
- A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem-solve.
The Must-Haves:
- Bachelor's degree in a technical field (e.g., engineering, computer science) from a four-year college or university with over 10 years of related experience or an equivalent combination of education and experience.
- Several years of experience in a technical support role with an equipment vendor in the telecommunications industry.
- Specialized proficiency in CIENA 6500, RLS, and Waveserver products.
- Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications/systems, with special proficiency in some products or technologies.
- Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
- Ability to analyze, troubleshoot, and resolve sophisticated problems.
- Motivated self-starter with excellent time management skills and the ability to work from broad guidelines with minimal direction.
- Proficient with various types of test equipment for optical and protocol testing.
- System-level trouble-shooting on fiber optic telecommunications transport and switching equipment.
- Knowledge of data communications, UNIX SUN/Oracle, as well as experience working in an IP network.
- Good abilities to establish relationships and build excellent customer focus.
- Great teammate that is ready to assist in, or lead, troubleshooting.
- Willing to take ownership for complete problem resolution.
- Work in a collaborative environment and promote the sharing of knowledge and experiences.
- Must have the ability to communicate effectively in English, both verbally and written.
- Excellent customer service skills and the ability to work with customers on both technical and management levels.
- Excellent oral and written communication skills.
- Must be punctual and able to accept continuous unusual work hours, typically at very short notice.
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Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
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Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
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Ottawa, Ontario, Canada Ciena Canada, Inc. Full timeAbout CienaCiena is a technology company that leads with its humanity, driving business priorities alongside meaningful social, community, and societal impact. We prioritize a personalized and flexible work environment that empowers individual passions, growth, wellbeing, and belonging.Why Ciena?We believe in life-work integration and provide the flexibility...
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