Senior Associate, Global Technical Support - RSP

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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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 non-negotiable.  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:

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 routing and 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.

• 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
   

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.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.

• Communication expertise – you have the ability to influence and 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 multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
• Ability to analyze, trouble-shoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• A working knowledge Routing & Switching systems for telecommunications applications and Packet Networking
• Experienced with various types of test equipment for protocol testing.
• Experience with system level trouble shooting on routing & switching equipment.
• Basic knowledge of Carrier Ethernet protocols (BGP, IS-IS, OSPF etc) and a general understanding of other Routing concepts are required.
• Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network
• Good abilities to build relationships build and strong Customer focus
• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in English language both verbal and written

EDUCATION / EXPERIENCE

• 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 Routing & 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 Carrier Ethernet equipment
• Basic knowledge of RSP and related technology
• CCNA certification.