Senior Associate, Global Technical Support - Optical

at  Ciena

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

Global Customer Care GTS P-Level Descriptions June 2021

• 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

.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 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’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