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.
Required SkillsProvide system and solution level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products. A strong understanding of the fiber optic transport (WDM/OTN) and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office s
uite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with Element Management or Network Management systems is expected. 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.
- Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Good Analysis skills to be utilized in handling Complex RCA requests from customer
- Provide on-site support to Customers where required.
- Assume responsibilities of a Customer Lead Engineer as required.
- Communicate with Advance Technical Support team to further resolve Complex issues for customer.
- Utilize debug tools as well as lab research to aid Customer’s technical problem.
- Recover information necessary to escalate the incident or issue with Next level teams, Product/Project Management, Documentation, or Training
- Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- Contribute to knowledgebase (KCS)
- Mentor, train newly hire within RSC Team.
- Performs other duties as assigned.
- Travel to customer sites and Ciena locations globally as required.
Must Have
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 3 to 8 years related experience or equivalent combination of education and experience
- Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology and the applications to Ciena equipment Carrier Ethernet enterprise equipment and associated fiber optic facilities
- Very knowledgeable of the operation of fiber optic transport and/or switching equipment.
- Multiple years experienced in a technical support role with an equipment vendor in the Telco industry.
- Experience as a technical lead on specific projects or issues
- Proven problem solving experience
- Fundamental understanding of Telecommunication industry
- Clear understanding of Technical Support industry and the application within Ciena products such as 6500, RLS and Wave server.
- Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
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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.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
