Senior Associate, Global Technical Support

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.

SPECIFIC RESPONSIBILITIES

• Provide remote technical support (via telephone or online) on identified CIENA products which includes early morning hours.
• Review with senior Engineers issues found in the field and assist Communication with next level support on problems found.
• Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training.
• Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training.
• Contribute to publishing of MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS).
• Perform a Customer Lead Engineer/SPOC role for specific customers in region.
• Travel to Ciena location or customer office as and when required.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to five years related experience or equivalent combination of education and experience
• Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
• Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
• Experience on Subsea technology/network will be an added advantage.
• Basic problem-solving experience with DWDM/OTN equipment.

CANDIDATE PROFILE

• Good foundation knowledge of DWDM/OTN/Fiber Optics and a general understanding of other Switching/transport concepts are required.
• System level trouble shooting on fiber optic telecommunications transport and switching equipment
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
• Familiar with various types of test equipment for optical and protocol testing
• Experience with network management systems would be beneficial
• Strong background in relationship building and Customer focus
• Team player and Flexible to work anytime.
• Ability to deal with stressful situations
• Must have the ability to communicate in English language both verbal and written

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