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 humanitydriving our business priorities alongside meaningful social, community, and societal impact.
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
Reporting to the Manager of Global Technical Support, as a Senior Associate, Global Technical Support, you'll provide system level post-sales support for Ciena's customer base, including testing, troubleshooting and remote technical support for Ciena products. You may also be involved in on-site day-to-day interactions with the customer concerning all aspects of network planning, deployment and technical network issues and design.
- You will provide remote technical support (via telephone or online) for identified Ciena products 24 x 7, as well as on-site support to customers when required.
- You will use debug tools as well as lab research to aid in the resolution of the customer's technical problems, recovering information vital to call out the incident/issue to senior engineers, including Engineering/Design, Product/Project Management, Documentation, Supply Chain or Training.
- You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
- You will create, review, validate and publish required MOP/ISB/FSB documents, and add inputs to the knowledgebase (KCS).
- You will perform a Customer Lead Engineer roll for specific customers and train newly hired Technical Support Engineers.
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
- Bachelor's degree in Engineering or Computer Science coupled with experience in a technical support role with an equipment vendor in the Telco industry.
- Familiar with various types of test equipment for optical and protocol testing.
- Exposure to with system level troubleshooting on Layer 2/4 networks and associated DCN networks.
- L2: Bridging/Switching, L3: IPv4 and IPv6 routing (basic understanding), IPv4, IPv6, Routing protocols.
- Should have strong understanding of EMS/NMS protocols.
- Experienced in technical support
- Experienced administering Unix/Linux Systems
- Knowledge of virtual machines in Linux/Unix environments
- Knowledge of ethernet switching and routing concepts
- Experience with database and SQL
- Ability to diagnose, troubleshoot and debug complex system-level issues.
- Excellent customer service interaction skills.
- Excellent organizational interpersonal skills with problem-solving skills.
- Team player, Must be able to work well in a collaborative team environment that promotes the sharing of knowledge and experiences.
- Basic understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts
Assets
- Experience with Tier-1 Service Provider network on planning and implementation
- Candidates having Certifications like CCNA, CCNP or equivalent
Support expertise in the areas of Carrier Ethernet equipment, optical equipment, or associated management networks and products.
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.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
