Specialist, Global Technical Support

7 days ago

Gurgaon, Haryana, India Ciena Full time US$ 90,000 - US$ 1,20,000 per year
How You Will Contribute:
  • Provide expert level technical consultation to the GCC organization when requested.
  • Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
  • Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products.
  • Use debug tools as well as lab research to aid Customer's technical problem. Recover information vital to escalate the incident or issue to 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 Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
  • Expand and improve knowledgebase (KCS) 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 (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
  • Perform other duties as assigned.
The Must Haves:
  • Experience on CIENA products 6500, 6500 RLS and Waveserver.
  • Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years 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.
  • Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
  • 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 as well as experience working in an IP network.
  • Good abilities to establish relationship and build excellent Customer focus.
  • Great teammate that is ready to assist in, or lead, troubleshooting.
  • Willing to take ownership for complete problem resolution.
  • Work in a collaborative environment and promote the sharing of knowledge and experiences.
  • Must have the ability to communicate effectively in English language both verbal 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.
  • Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

Ciena

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