Senior Consultant, Global Product Support Engineering

4 weeks ago

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

Ciena Canada, Inc. is committed to delivering exceptional customer experiences.

About the Role:

We are seeking a highly skilled Senior Consultant, Global Product Support Engineering to join our team. As a key member of our Global Product Centre of Excellence, you will be responsible for providing technical leadership and support to our customers worldwide.

Key Responsibilities:

  • Provide technical leadership and system-level post-sales support for Ciena's customer base.
  • Identify and develop advanced service opportunities.
  • Develop in-depth knowledge of customer networks, deployments, and solutions employed with Ciena equipment.
  • Provide expert-level technical consultation to the Global Customer Care organization.
  • Drive improvements to the Ciena Product Life Cycle process.
  • Collaborate with design and manufacturing teams to resolve field issues and drive Design for Serviceability and Design for Operability requirements.
  • Analyze and troubleshoot complex technical issues using debug tools and lab research.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
  • Create, review, and publish Method of Procedure and Field Service Bulletin documents.
  • Expand and improve knowledge bases and technical content.
  • Mentor and train newly hired Technical Support Engineers.
  • Travel to customer sites and Ciena locations globally as required.

Requirements:

  • 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 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 of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications.
  • 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 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, and experience working in an IP network.
  • Excellent customer service skills and ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Punctual and able to accept continuous unusual work hours, typically at very short notice.

About Ciena Canada, Inc.:

Ciena Canada, Inc. 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.

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