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Senior Associate, Global Technical Support - RSP

Ciena

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3-5 Years
a month ago
287 Viewed
18 Applied

Job Description

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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Why Ciena:

  • We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
  • We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
  • We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
  • 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. We offer competitive salaries and incentive programs, RSU's (job level specific) and an employee share option purchase program.
  • We realize time away to recharge is non-negotiable. We offer flexible paid time off!
  • Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.


How You Will Contribute:

Provide system level post-sales support for CIENA's Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the routing and switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. 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.

  • 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.
  • Communicate with Design and Supply Chain 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/issue to senior engineers. Escalation may eventually include Engineering/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)
  • Train newly hired 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

What Does Ciena Expect of You

  • Initiative - you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
  • Agility - you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.
  • Communication expertise - you have the ability to influence and 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 multi-disciplinary team environment, but are comfortable working independently as required.
  • Relationship builder - with an ability to influence, you're able to get work done through others.
  • A commitment to innovation - you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

  • Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
  • Ability to analyze, trouble-shoot and resolve problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • A working knowledge Routing & Switching systems for telecommunications applications and Packet Networking
  • Experienced with various types of test equipment for protocol testing.
  • Experience with system level trouble shooting on routing & switching equipment.
  • Basic knowledge of Carrier Ethernet protocols (BGP, IS-IS, OSPF etc) and a general understanding of other Routing concepts are required.
  • Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network
  • Good abilities to build relationships build and strong Customer focus
  • Team player that is ready to contribute or lead elements of troubleshooting and 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

EDUCATION / EXPERIENCE

  • Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience
  • Basic knowledge of the operation of Routing & Switching equipment.
  • Experience in a technical support role with an equipment vendor in the Telco industry.
  • Proven problem solving experience and expertise
  • Problem solving experience with Carrier Ethernet equipment
  • Basic knowledge of RSP and related technology
  • CCNA certification.

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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 anEqual 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.
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Ciena Corporation is an American telecommunications networking equipment and software services supplier based in Hanover, Maryland. The company has been described by The Baltimore Sun as the "world's biggest player in optical connectivity." The company reported revenues of $3.62 billion for 2021.

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