Senior Associate, Global Technical Support For Converged Packet Optical - Remote Eligible

Ciena Technical Support Engineer

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Scope Of Responsibilities

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 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 an 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'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

Education And 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 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 'office' software applications including Microsoft Outlook, 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 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