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 humanitydriving our business priorities alongside meaningful social, community, and societal impact.
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Why Ciena:
- We are big proponents oflife-work integrationand provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
- We believe aninclusive, diverse and barrier-freework environment makes for empowered and committed employees.
- We recognize the importance ofwell-beingand 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 toemployee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
- We know thatfinancial securityis important. We offer competitive salaries and incentive programs, RSU's (job level specific) and an employee share option purchase program.
- We realizetime awayto recharge is non-negotiable. We offer flexible paid time off!
- Great work deservesrecognition.We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.
How You Will Contribute:
Provide 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 understandingof the fiber optic transport (WDM/OTN) and/or switching protocols is essential. Proficiency and experience withpersonal computers, Microsoft office suite of software is needed. Enhanced scope and depth ofexpertise in data communications protocols including Ethernet and IP networks is required. Experience with Element Management orNetwork Management systems is expected. This position may also involve on-site day to day interactionwith the customer concerning all aspects of network planning, deployment and technical network issuesand 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.
- Provide input to the Ciena PLC process as a GTS prime as required.
- Assume responsibilities of a Customer Lead Engineer as required.
- Communicate with Design and manufacturing on problems / issues found in the field.
- Utilize debug tools as well as lab research to aid Customer's technical problem.
- Recoverinformation necessary to escalate the incident or issue to Design, Product/Project Management,Documentation, or Training
- Work with Quality Assurance, Design, Product Management, Technical Publications, andTraining to provide Customer feedback.
- Create, review, validate and publish required MOP/ISB/FSB documents.
- Contribute to knowledgebase (KCS)
- Mentor, train newly hired as well as advancing Technical Support Engineers.
- Performs other duties as assigned.
- Travel to customer sites and Ciena locations globally as required .
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 towork independentlyand aspart 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:
- Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-yearcollege or university with 8 to 14 years related experience or equivalent combination ofeducation and experience
- Strong knowledge of SONET/SDH ring transmission equipment ,DWDM/OTN technology and the applications to Ciena equipment CarrierEthernet 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 telecommunicationsapplications/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 anEqual 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.
