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.
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How You Will Contribute:
Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support, you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for CIENA Optical Products. Specific Responsibilities include :
- Provide expert level technical consultation to the GCC organization when requested.
- Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
- Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products.
- Use debug tools as well as lab research to aid Customer’s technical problem. 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 (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Perform other duties as assigned.
The Must Haves:
- Bachelor’s degree in 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.
- Experience on CIENA products 6500, 6500 RLS and Waveserver.
- Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
- 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 as well as experience working in an IP network.
- Good abilities to establish relationship 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 language both verbal 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.
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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
