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 individuals passions growth wellbeing and belonging Were a technology company that leads with our humanityxe2x80x94driving 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 RSUs 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 CIENAs Customer base This includes testing troubleshooting and remote technical support for CIENA products A firm understanding of the fiber optic transport and or 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 an 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 Essential Duties and Responsibilities 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 Customers 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 youre 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 youre 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 Bachelors degree in technical field e g Engineering Computer Science from a four-year college or university with 3 to 5 years of related experience or equivalent combination of education and experience Basic knowledge of the operation of fiber optic transport and or switching equipment Experience in a technical support role with an equipment vendor in the Telco industry Proven problem solving experience Problem solving experience with SONET SDH equipment DWDM equipment Carrier Ethernet enterprise equipment and associated fiber optic facilities CE-A Carrier Ethernet-Associate certification OC-A Optical Communications-Associate certification Proficiency with various xe2x80x98office software applications including Microsoft Outlook Microsoft Word and Excel Ability to analyze trouble-shoot and resolve complex problems Working knowledge of transport and switching systems for telecommunications applications and Optical networking Experienced with various types of test equipment for optical and protocol testing Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment Basic knowledge of OTN SONET SDH DWDM Carrier Ethernet protocols and a general understanding of other Switching transport concepts are required Mid-level expertise in data communications UNIX SUN Oracle as well as experience working in an IP network Assets Basic knowledge of DWDM OTN and related technology Fundamental understanding of Telecommunication industry Good abilities to build relationships build and strong Customer focus LI-MP2Not ready to apply Join our to get relevant job alerts straight to your inbox 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