Specialist, Global Technical Support

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.

Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is important.  We offer flexible paid time off!

Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support, you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for CIENA Optical Products. Specific Responsibilities include :

• Provide expert level technical consultation to the GCC organization when requested.
• Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
• Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products.
• Use debug tools as well as lab research to aid Customer’s technical problem. Recover information vital to escalate the incident or issue to 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 Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
• Expand and improve knowledgebase (KCS) technical content.
• Mentor, train and advance newly hired Technical Support Engineers.
• Travel to customer sites and Ciena locations globally if required.
• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Perform other duties as assigned.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• A customer first mentality – what’s important to the customer is also important to you.
• Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.

• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
• Relationship builder – with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.
• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience.
• Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
• Experience on CIENA products 6500, 6500 RLS and Waveserver.
• Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems.  Special proficiency in some products or technologies.
• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, trouble-shoot and resolve sophisticated problems.
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction.
• Proficient with various types of test equipment for optical and protocol testing.
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network.
• Good abilities to establish relationship and build excellent Customer focus.
• Great teammate that is ready to assist in, or lead, troubleshooting.
• Willing to take ownership for complete problem resolution.
• Work in a collaborative environment and promote the sharing of knowledge and experiences. 
• Must have the ability to communicate effectively in English language both verbal and written.
• Excellent Customer service skills and the ability to work with customers on both technical and management levels.
• Excellent oral and written communication skills.
• Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

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