Specialist, Global Technical Support - Work from Home Jobs

Job Description

About the job

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.

How You Will Contribute

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 data communications protocols including Ethernet and IP networks is required. 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.
• Fulfill role of Resident Engineer when required
• Provide input to the Ciena PLC process as a GTS 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 role for specific customers as required
• Resident Engineering functions on-site or remote when required
• Travel to customer sites and Ciena locations globally
   

The Must Haves

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 10 to 12 years of 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
• In depth knowledge and Experience with SONET/SDH ring transmission equipment, Carrier Ethernet enterprise equipment and associated fiber optic facilities
• 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
   

Assets

• 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 and understanding of Optical 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.
• 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
• 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.

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