Senior Associate, 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.

Provide system level pre & post-sales support for CIENA’s customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA Network Management products.  An understanding of Element Management or Network Management systems is required. Basic understanding of data communications protocols including Ethernet and IP networks would be beneficial.  An understanding of fiber optic transport and/or switching protocols is an asset. Experience with Linux and database systems would be beneficial.

Specific Responsibilities

• Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation
• Respond to customer inquiries and provide remote technical support for issues related to our network management products promptly and professionally via various communication channels (phone, email, chat).
• Troubleshoot and resolve platform issues, performance issues, and configuration problems in a timely manner. 
• Provide on-call duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.
• Recover information necessary to escalate reported issues to senior engineers.
• Utilize debug tools as well as lab research to advance customers’ technical problems.
• Provide Customer feedback to Internal teams as appropriate
• Contribute to the technical knowledgebase (KCS)
• Mentor newly hired Technical Support Engineers

Education and Experience

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to eight years related experience or equivalent combination of education and experience
• Experience in a customer support role

• Hands-on knowledge of Linux Operating Systems

• Knowledge of virtualized and cloud environments (VMware ESXi, OpenStack, GCP), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
• Understanding of Micro-Services software architectures
• Understanding of SDN and Network Management / Automation / Orchestration concepts
• Understanding of Security, Radius authentication, etc.
• Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.) would be an asset

• Strong knowledge of OTN technology and the application to Ciena equipment.
• Fundamental understanding of Telecommunication industry.
• Clear understanding of Technical Support industry and the application within Ciena.

Candidate Profile

• Must have excellent communications skill with the ability to communicate in the English language both verbal and written
• Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders. 
• Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible
• Customer-oriented mindset with a strong commitment to providing exceptional customer service. 
• Ability to work independently and prioritize tasks effectively in a fast-paced environment
• Ability to analyze, troubleshoot and resolve problems
• Motivated self-starter with excellent time management skills with a willingness and ability to learn new concepts
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
• Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.
• Ability to deal with stressful situations

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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.

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