Senior Technical Consultant

4 weeks ago

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

Ciena Canada, Inc. is committed to fostering a culture of innovation and excellence.

About the Role:

We are seeking a highly skilled Senior Technical Consultant to join our Global Product Support Engineering team. As a Senior Technical Consultant, you will be responsible for providing technical leadership and support to our customers, identifying opportunities for advanced services, and driving improvements to our product life cycle process.

Key Responsibilities:

  • Provide technical leadership and support to customers, including system-level troubleshooting and problem resolution.
  • Identify opportunities for advanced services and develop solutions to meet customer needs.
  • Collaborate with design and manufacturing teams to drive design for serviceability and operability requirements.
  • Develop and maintain intimate knowledge of customer networks, deployments, and solutions employed with Ciena equipment.
  • Provide expert-level technical consultation to the global customer care organization.
  • Conduct trend analysis on customer cases and drive improvements to the Ciena product life cycle process.
  • Work with quality assurance, design, product management, technical publications, and training teams to provide customer feedback.
  • Create, review, validate, and publish required method of procedure and field service bulletin documents.
  • Expand and improve knowledge bases technical content.
  • Mentor, train, and advance newly hired technical support engineers.
  • Travel to customer sites and Ciena locations globally, as required.
  • Provide remote technical support via telephone or online, 24/7, as required.

Requirements:

  • Bachelor's degree in a technical field, such as engineering or 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 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 the ability to work from broad guidelines with minimal direction.
  • Proficient with various types of test equipment for optical and protocol testing.
  • System-level troubleshooting 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 the ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Punctuality and the ability to accept continuous unusual work hours, typically at very short notice.

What We Offer:

  • A competitive salary and incentive programs.
  • A comprehensive benefits package, including health, dental, and vision insurance.
  • A generous retirement savings plan.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

How to Apply:

If you are a motivated and experienced technical professional looking for a challenging and rewarding role, please submit your application, including your resume and a cover letter, to [insert contact information].

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