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Senior Technical Support Specialist

1 month ago

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

Ciena Canada, Inc. is committed to providing exceptional technical support to its customers.

About the Role:

We are seeking a highly skilled Senior Technical Support Specialist to join our team in Canada. As a Senior Technical Support Specialist, you will be responsible for providing system-level post-sales support for Ciena's customer base.

Key Responsibilities:

  • Provide remote technical support via telephone or online for identified Ciena products 24x7 when required.
  • 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.
  • 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.

Requirements:

  • Bachelor's/Master's degree in a technical field (e.g. Engineering, Computer Science) from a four-year college or university.
  • 10-12+ years 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.
  • Familiar 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.

What We Offer:

  • Competitive compensation package.
  • 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.