Global Technical Support for Converged Packet Optical Platform

About the position

As an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA's Customer base. This includes remote or on-site testing, troubleshooting and technical support for CIENA products. 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. Successful candidates may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours. Successful candidates will perform on-call duties 24x7 and work shifts, including public holidays and weekends when the business requires. Work with internal customer-facing teams to manage customer issues. Perform the function of Customer Lead Engr (CLE) when assigned for specific accounts.

Responsibilities

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
• Manage technical support cases/tickets end to end.
• Attend maintenance windows when needed.
• Be able to accept on-call duties outside of normal business hours including weekend and public holiday shifts when required.
• Provide on-site support to Customers where required.
• Communicate with Design and Supply Chain on problems/issues found in the field.
• Utilize debug tools and lab research to aid Customer's technical problems.
• Recover information necessary to escalate the incident/issue to senior engineers.
• 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).
• Help train newly hired Technical Support Engineers.
• Perform other duties related to the role as assigned, either in an office or remote location.
• Perform a Customer Lead Engineer role for specific customers, as assigned.
• Perform Resident Engineering functions on-site or remotely, as assigned.
• Travel to customer sites and Ciena locations globally, as required.

Requirements

• Bachelor's degree in a relevant technical field (e.g., Electronics, Communication Engineering, Computer Science) from a college or university.
• Minimum 3 to 5 years of related experience in the field of telecommunications preferably in a technical support role.
• Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
• Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management.
• Knowledge of OTN and related technology.
• Must have the ability to communicate effectively in English both verbally and written.
• Carrier Ethernet and networking knowledge and experience include but are not limited to the following protocols: OSPF, MPLS, BGP, ASBR, etc.
• Knowledge and experience in operation of optical transport systems.
• Proven track record in the field of technical support and customer service.

Nice-to-haves

• Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with specialized knowledge in some products and applications of the technology.
• Experience and knowledge of the Red Hat Linux operating system. Unix and/or Solaris experience is an advantage.
• Experience in a technical support role with an equipment vendor in the Telco industry.
• Problem-solving experience with Optical Transmission equipment, Carrier Ethernet equipment or associated fiber optic facilities.
• Proven problem-solving experience and expertise.
• Ciena CE (Carrier Ethernet) certification or equivalent is an advantage.
• Ciena OC (Optical Communications) certification or equivalent is an advantage.
• Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, troubleshoot 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 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 troubleshooting on fiber optic telecommunications transport and switching equipment.
• Knowledge of data communications, including packet/IP network.
• Good abilities to build relationships and proven record of excellent Customer focus.
• Team player who is ready to contribute or lead troubleshooting activities.
• Willing to take responsibility for complete problem resolution.
• Ability to deal with stressful situations with colleagues and customers.
• Excellent Customer service skills are required and can work with customers on both technical and management levels.
• Work in a collateral environment, which promotes the 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.

Benefits

• Work From Home and In-Office (Hybrid)