Global Technical Support Specialist

2 weeks ago

Gurgaon, Haryana, India Ciena India Private Limited (non STPI) Full time

Unlock a Rewarding Career in Global Technical Support

Ciena India Private Limited (non STPI) is committed to fostering a culture that prioritizes personalized and flexible work environments, empowering individual passions, growth, well-being, and belonging.

About the Role:

We are seeking an experienced Technical Support Specialist to join our team. As a key member of our Global Technical Support organization, you will be responsible for providing expert-level technical consultation to customers, analyzing customer cases, and driving improvements to our product life cycle process.

Key Responsibilities:

  • Provide technical support to customers via phone, email, or online chat platforms.
  • Analyze customer cases to identify trends and areas for improvement.
  • Collaborate with design and manufacturing teams to resolve field issues and drive design for serviceability and operability requirements.
  • Utilize debug tools and lab research to aid customers in resolving technical problems.
  • Work with quality assurance, design, product management, and training teams to provide customer feedback.
  • Create, review, and publish method of procedure and field service bulletin documents.
  • Mentor and train newly hired technical support engineers.
  • Travel to customer sites and Ciena locations globally as required.

What We Offer:

Ciena offers a competitive salary range of ₹1,200,000 - ₹2,400,000 per annum, commensurate with experience and qualifications. Our benefits package includes a comprehensive health insurance plan, retirement savings plan, paid time off, and opportunities for professional growth and development.

Requirements:

  • Bachelor's degree in a technical field from a four-year college or university.
  • 5-10 years of experience in a technical support role, preferably in the telecommunications industry.
  • Strong knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications.
  • Proficiency in various software applications, including Microsoft Outlook, Word, and Excel.
  • Excellent analytical and problem-solving skills.
  • Ability to communicate effectively with customers and internal stakeholders.

Preferred Qualifications:

  • Experience working with CIENA products 6500, 6500 RLS, and Waveserver.
  • Knowledge of data communications, UNIX, SUN, Oracle, and IP networks.
  • Ability to work in a collaborative environment and promote the sharing of knowledge and experiences.

About Us:

Ciena is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and experienced technical support specialist looking to join a dynamic team, please submit your application.

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