Technical Support Specialist

3 weeks ago

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

Ciena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual passions, growth, wellbeing, and belonging.

Why Ciena:

  • We offer a flexible work environment that integrates life and work, providing the tools and flexibility to make it a reality.
  • We believe in an inclusive, diverse, and barrier-free work environment that empowers employees and promotes commitment.
  • 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.
  • We are committed to employee development, offering tuition reimbursement and in-house learning and mentorship opportunities.
  • We offer competitive salaries and incentive programs, RSU's, and an employee share option purchase program to ensure financial security.
  • We provide flexible paid time off to recharge and offer a robust recognition program with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

As a Specialist, Global Technical Support, you will be a proactive member of the Packet Optical Global Product Centre of Excellence team, working with GCC, design, and PLM to influence product quality and support GCC readiness for Ciena Optical Products.

Responsibilities:

  • Provide expert-level technical consultation to the GCC organization.
  • Analyze customer cases and drive improvements to the Ciena PLC process.
  • Connect with design and manufacturing on problems/issues found in the field and drive DFS and DFO requirements in products.
  • Use debug tools and lab research to aid customers' technical problems and recover vital information.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
  • Create, review, validate, and publish required Method of Procedure and Field Service Bulletin documents.
  • Expand and improve knowledgebase technical content.
  • Mentor, train, and advance newly hired Technical Support Engineers.
  • Travel to customer sites and Ciena locations globally if required.
  • Provide remote technical support for identified Ciena products 24/7 when required.

What Ciena Expects of You:

  • Initiative: You're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
  • Customer-first mentality: What's important to the customer is also important to you.
  • Agility: You manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem-solving.
  • Communication expertise: You possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
  • Flexibility to work independently and as part of a broader team: You thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
  • Relationship builder: You're able to quickly develop trusted connections and get work done through others.
  • Commitment to innovation: You keep abreast of competitive developments and are always keen to formulate new ideas and problem-solve.

Requirements:

  • Bachelor's degree in a technical field from a four-year college or university with 5-10 years of related experience or equivalent combination of education and experience.
  • Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
  • Experience on Ciena products 6500, 6500 RLS, and Waveserver.
  • Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet, and switching systems for telecommunications applications/Systems.
  • Proficiency with various 'office' software applications, including Microsoft Outlook, Microsoft Word, and Excel.
  • Ability to analyze, trouble-shoot, and resolve sophisticated problems.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction.
  • Proficient with various types of test equipment for optical and protocol testing.
  • System-level trouble-shooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, UNIX SUN/Oracle, and experience working in an IP network.
  • Good abilities to establish relationships and build excellent customer focus.
  • Great teammate that is ready to assist in or lead troubleshooting.
  • Willing to take ownership for complete problem resolution.
  • Ability to communicate effectively in English, both verbally and written.
  • Excellent customer service skills and the ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Punctual and able to accept continuous unusual work hours, typically at very short notice.

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