Senior Associate Global Technical Support

at  Ciena

Desde casa, Yucatán, Mexico -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate10 Jul, 2024Not Specified11 Apr, 20242 year(s) or aboveL2Vpn,Routing,Test Equipment,Routing Protocols,Computer Science,Mpls Tp,Switching,Pon,Ipv4NoNo
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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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EDUCATION AND EXPERIENCE

  • Bachelor’s degree in technical field (e.g., Engineering, Computer Science) from a four-year college or university with two to five years related experience or equivalent combination of education and experience in Routing & Switching.
  • Experience in a customer support role
  • Exposure to system level troubleshooting on Layer 2/4 networks and associated DCN networks.
  • Familiarity with various types of test equipment for optical and protocol testing.
  • L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP.
  • L3: IPv4 and IPv6 routing (basic understanding), Routing protocols – OSPF, IS-IS, MP-BGP, MPLS-TP and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS, PON.

Responsibilities:

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA’s Customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA packet products. Basic level expertise in data communications protocols including Ethernet and IP networks is required. An understanding of fiber optic transport and/or switching protocols would be an asset. Experience with Element Management or Network Management systems would be an asset.

SPECIFIC RESPONSIBILITIES

  • Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation
  • Respond to customer inquiries and provide remote technical support for issues related to our Packet products promptly and professionally via various communication channels (phone, email, chat).
  • Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.
  • Provide occasional after-hours work to support customer business requirements.
  • Recover information necessary to escalate reported issues to senior engineers.
  • Utilize debug tools as well as lab research to advance customers’ technical problems.
  • Provide Customer feedback to Internal teams as appropriate
  • Contribute to the technical knowledgebase (KCS)
  • Mentor newly hired Technical Support Engineers


REQUIREMENT SUMMARY

Min:2.0Max:5.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

Other

Graduate

Routing switching

Proficient

1

Desde casa, Mexico