Technical Support Engineer

2 months ago

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

About Ciena Canada, Inc.

Ciena Canada, Inc. is a technology company that prioritizes its people-first philosophy. Our teams enjoy a culture focused on providing a personalized and flexible work environment that empowers individual passions, growth, well-being, and belonging.

Why Ciena Canada, Inc.

  • We are committed to work-life integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
  • We believe in an inclusive, diverse, and barrier-free work environment that makes for empowered and committed employees.
  • We recognize the importance of employee well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families.
  • We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
  • We know that financial security is important and offer competitive salaries and incentive programs.
  • We realize the importance of time away to recharge and offer flexible paid time off.

How You Will Contribute:

As a Specialist, Global Product Support Engineering, you will be responsible for becoming a proactive member of the Packet Optical Global Product Centre of Excellence team. You will work with the Global Customer Care, design, and PLM teams to influence product quality and support GCC readiness for Ciena Optical Products.

Key Responsibilities:

  • Provide expert-level technical consultation to the GCC organization when requested.
  • Provide trend analysis on customer cases and drive improvements to the Ciena PLC process.
  • Connect with Design and manufacturing on problems/issues found in the field and drive DFS/and DFO requirements in the products.
  • Use debug tools and lab research to aid Customer's technical problems and recover information vital to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Create, review, validate, and publish required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
  • Expand and improve knowledgebase (KCS) technical content.
  • Mentor, train, and advance newly hired Technical Support Engineers.
  • Travel to customer sites and Ciena locations globally if required.
  • Provide remote technical support for identified Ciena products 24x7 when required.

What We Expect 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 an 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 builder - 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.

Requirements:

  • Bachelor's degree in a technical field (e.g., Engineering, Computer Science) from a four-year college or university with 5 to 10 years 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.
  • Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications/Systems.
  • Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
  • Ability to analyze, trouble-shoot, and resolve sophisticated problems.
  • Motivated self-starter with excellent time management skills and an 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.
  • 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.

  • Technical Support Engineer

    2 weeks ago

    Ottawa, Ontario, Canada beBee Professionals Full time

    BeBee Professionals is looking for a Technical Support Engineer to join our team in Ottawa. The successful candidate will be responsible for providing technical support to our customers and internal teams.The ideal candidate should have a Bachelor's degree in Computer Science or a related field, and at least two years of experience in a similar role. The...

  • Engineering Student

    1 week ago

    Ottawa, Ontario, Canada Thales Full time

    Job SummaryThales Canada is seeking an Engineering Student to support the AJISS Engineering staff on various technical activities. The successful candidate will provide technical support of AOPV systems, researching client issue reports and analyzing requirements associated with baseline changes to equipment.Key ResponsibilitiesReview technical design and...

  • Technical Support Engineer

    1 month ago

    Ottawa, Ontario, Canada Adobe Full time

    Technical Support Consultant for Adobe CQ/AEM Solution Provide technical support for the global Adobe customer base, handling technical issues and ensuring customers are set up for success. The Experience Manager Technical Support Consultant will be the first point of contact for customer concerns relating to technical issues, customer advocate and represent...

  • Global Technical Support Engineer

    2 months ago

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

    About Ciena Communications, Inc.Ciena Communications, Inc. is a technology company that prioritizes its people-first philosophy. Our teams enjoy a culture focused on providing a personalized and flexible work environment that empowers individual growth, well-being, and belonging. We lead with our humanity, driving business priorities alongside meaningful...

  • Global Technical Support Engineer

    2 months ago

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

    About Ciena Communications, Inc.Ciena Communications, Inc. is a technology company that prioritizes its people-first philosophy. Our teams enjoy a culture focused on providing a personalized and flexible work environment that empowers individual growth, well-being, and belonging. We lead with our humanity, driving business priorities alongside meaningful...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    2 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Manager

    2 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    About the RoleFortinet is seeking a skilled Technical Support Manager to join our Ottawa team. As a key member of our Technical Assistance Center (TAC), you will be responsible for managing a team of Technical Support Engineers, ensuring exceptional customer service, and driving business growth.Key ResponsibilitiesLead a team of Technical Support Engineers,...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    4 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    Technical Support EngineerFortinet is seeking a highly skilled Technical Support Engineer to join our Ottawa office. As a key member of our team, you will provide exceptional customer service and technical support for our loyal customers, contributing to the success of our rapidly growing business.Key Responsibilities:Provide advanced troubleshooting and...

  • Technical Support Specialist

    1 month ago

    Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000

    Job Title: Level 1 Technical Support Specialist Job Summary: We are seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our team at March Networks Training. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, primarily in the Latin American region. You will...

  • Technical Support Specialist

    1 month ago

    Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000

    Job Title: Level 1 Technical Support Specialist Job Summary: We are seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our team at March Networks Training. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, primarily in the Latin American region. You will...

  • Technical Support Specialist

    1 month ago

    Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000

    Job Title: Level 1 Technical Support Specialist Job Summary: We are seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our team at March Networks Training. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, primarily in the Latin American region. You will...

  • Technical Support Specialist

    1 month ago

    Ottawa, Ontario, Canada March Networks Training Full time $70,000 - $80,000

    Job Title: Level 1 Technical Support Specialist Job Summary: We are seeking a highly skilled and motivated Level 1 Technical Support Specialist to join our team at March Networks Training. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, primarily in the Latin American region. You will...

  • Technical Support Manager

    3 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    About the RoleWe are seeking a highly skilled Technical Support Manager to join our team at Fortinet. As a key member of our customer-facing team, you will be responsible for managing a team of technical support engineers, ensuring timely and effective resolution of customer issues, and driving customer satisfaction.Key ResponsibilitiesLead a team of...

  • Technical Support Manager

    3 weeks ago

    Ottawa, Ontario, Canada Fortinet Full time

    About the RoleWe are seeking a highly skilled Technical Support Manager to join our team at Fortinet. As a key member of our customer-facing team, you will be responsible for managing a team of technical support engineers, ensuring timely and effective resolution of customer issues, and driving customer satisfaction.Key ResponsibilitiesLead a team of...