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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.

SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA\xe2\x80\x99s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or 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.

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.
• Communicate with Design and Supply Chain on problems / issues found in the field.
• Utilize debug tools as well as lab research to aid Customer\xe2\x80\x99s 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

EDUCATION AND EXPERIENCE
Global Customer Care GTS P-Level Descriptions June 2021

• Bachelor\xe2\x80\x99s 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 fiber optic transport and/or 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 SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
• Basic knowledge of OTN and related technology
• CE-A (Carrier Ethernet-Associate) certification
• OC-A (Optical Communications-Associate) certification

CANDIDATE PROFILE

• Proficiency with various \xe2\x80\x98office\xe2\x80\x99 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 of transport and switching systems for telecommunications applications and Optical Networking
• Experienced with various types of test equipment for optical and protocol testing.
• Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport 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

About Ciena, Our People Promise & Employee benefits

Ciena is a networking systems, services, and software company that besides being a Global leader in Optical Networking technology, is an evolved market player in IP/Packet technology and Software Automation domain (BluePlanet).

Being globally recognised as a Great Place to Work company, Ciena continues to build upon its legacy of providing an open, flexible and cohesive work environment.

Our people promise

Our success is Rooted in People, as together, we Make a Difference, Are Empowered and Feel Included to create a culture of belonging, vibrancy and happiness.

Ciena is rooted in people, from the individuals who work here, to customers, partners, suppliers, and the communities we live and work in - everyone!

We get that our everyday interactions shape who and what we are. So, whilst we build technology, we also build relationships!

Benefits

At Ciena, we value the commitment, skill, and dedication of all our employees. We know how much work goes into making the company a success. We strive to provide our employees with competitive benefits. Ciena is concerned with the overall health and well-being of employees and will continue to offer benefits that meet your needs.

#LI-ST1

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.

Ciena