Senior Associate, Global Technical Support
Ciena
Ottawa
4d ago

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day.

This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one your interactions are being enabled by Ciena technologies.

Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified below and you think you can bring value to the role, we’d love to learn more about you!

SCOPE OF RESPONSIBILITIES

Provide system and solution level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products.

A strong understanding of the fiber optic transport and / or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed.

Enhanced scope and depth of expertise in Submarine Line Terminal Equipment (SLTE) is essential. Experience with UNIX and SUN / Oracle systems is important asset.

Experience with Element Management or Network Management systems is expected. 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 on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
  • Provide on-site support to Customers where required.
  • Provide input to the Ciena PLC process as a GCC prime as required
  • Assume responsibilities of a Customer Lead Engineer as required.
  • Communicate with Design and manufacturing on problems / issues found in the field.
  • Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary 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 MOP / ISB / FSB documents.
  • Contribute to knowledgebase (KCS)
  • Mentor, train newly hired as well as advancing Technical Support Engineers.
  • Performs other duties as assigned.
  • Perform a Customer Lead Engineer roll for specific customers
  • Resident Engineering functions on-site or remote
  • Travel to customer sites and Ciena locations globally
  • EDUCATION AND EXPERIENCE

  • Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with five to 10 years related experience or equivalent combination of education and experience
  • Very knowledgeable of the operation of fiber optic transport and / or switching equipment.
  • Multiple years experienced in a technical support role with an equipment vendor in the Telco industry.
  • Experience as a technical lead on specific projects or issues
  • Proven problem solving experience
  • Experience with Submarine Line Terminal Equipment (SLTE) or wetplant knowledge is a plus
  • Basic understanding / knowledge of NMS / OSS
  • Strong knowledge of OTN technology and the applications to Ciena equipment
  • Fundamental understanding of Telecommunication industry
  • Clear understanding of Technical Support industry and the application within Ciena
  • CE-P (Carrier Ethernet-Professional)certification
  • OC-P (Optical Communications-Professional)certification
  • CANDIDATE PROFILE

  • Proficiency with various office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
  • Ability to analyze, trouble-shoot and resolve complex problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • Strong knowledge understanding of transport and switching systems for telecommunications applications / Systems. Special proficiency in some products or technologies.
  • Full understanding of Optical Networking
  • Proficient with various types of test equipment for optical and protocol testing.
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment , SLTE
  • Extensive Knowledge of OTN, SONET / SDH / DWDM, Carrier Ethernet with specialized knowledge in some products and application of the technology.
  • Knowledge of data communications, UNIX SUN / Oracle as well as experience working in an IP network
  • Experience of working with a Global NOC
  • Flexible and willing to work together with global cross-functional teams
  • Take advantage of AI / in-house tools for problem solving
  • Good abilities to build relationships build and proven record of excellent Customer focus
  • Team player that is ready to contribute or lead troubleshooting
  • Willing to take responsibility for complete problem resolution
  • Ability to deal with stressful situations with colleagues and customers
  • Must have the ability to communicate effectively in English language both verbal and written
  • Excellent Customer service skills are required and is able to work with customer on both technical and management levels
  • Work in a collateral environment, which promotes sharing of knowledge and experiences.
  • Excellent oral and written communication skills.
  • Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice
  • Being You Ciena

    As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally.

    Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law.

    We do not tolerate any form of discrimination.Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

    If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.

    We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes.

    We request candidates to be cautious of misleading communications and not pay any fee / deposit to individuals / agencies / employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.

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