Job Description

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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.

Why Ciena:

\xc2\xb7 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.

\xc2\xb7 We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.

\xc2\xb7 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.

\xc2\xb7 We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.

\xc2\xb7 We know that financial security is important. We offer competitive salaries and incentive programs, RSU\xe2\x80\x99s (job level specific) and an employee share option purchase program.

\xc2\xb7 We realize time away to recharge is non-negotiable. We offer flexible paid time off!

\xc2\xb7 Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

\xc2\xb7 Reporting to the Senior Manager, Global Technical Support, as an Associate, Global Technical Support, you will provide system level post-sales support to Ciena\xe2\x80\x99s customers, including testing, troubleshooting and remote technical support.

\xc2\xb7 You will play a Customer Lead Engineer roll for specific customers, providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends. You will provide on-site support to customers, when required.

\xc2\xb7 You will be responsible for communicating with the Design and Supply Chain teams relative to issues found in the field. You will use debug tools as well as lab research to resolve the customer\xe2\x80\x99s technical problem.

\xc2\xb7 You will amass information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.

\xc2\xb7 You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.

\xc2\xb7 You will create, review, validate and publish required MOP/ISB/FSB documents and contribute to the knowledgebase (KCS).

\xc2\xb7 You will train and mentor junior Technical Support Engineers.

What Does Ciena Expect of You?

\xc2\xb7 Customer focus \xe2\x80\x93 what\xe2\x80\x99s important to the customer is equally important to you. You make addressing/solving issues a priority.

\xc2\xb7 Relationship Builder \xe2\x80\x93 you possess the ability to build trust relationships quickly.

\xc2\xb7 Agility \xe2\x80\x93 you are readily able to manage competing and ever-changing priorities under often stressful circumstances.

\xc2\xb7 Communication expertise \xe2\x80\x93 you can effectively tailor a message/articulate a value proposition to an audience to enable engagement at all levels of an organization.

\xc2\xb7 Problem Solver \xe2\x80\x93 quickly able to understand/analyze an issue and propose an ideal solution.

\xc2\xb7 A commitment to learning \xe2\x80\x93 you keep abreast of the market and competition and use that information to Ciena\xe2\x80\x99s advantage.

The Must Haves:

\xc2\xb7 Bachelor\xe2\x80\x99s degree in A technical field (e.g. Engineering, Computer Science) coupled with technical support experience with an equipment vendor in the Telco industry.

\xc2\xb7 Basic knowledge of the operation of fiber optic transport and/or switching equipment.

\xc2\xb7 The ability to travel to customer sites and Ciena locations globally if needed
Less that 5% of time
, ensuring that customer specific activities are tracked through Salesforce while concurrently developing and building effective relationships with key customers.

\xc2\xb7 Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities

\xc2\xb7 Demonstrated proficiency with Microsoft Office Suite.

Assets:

. Working knowledge in data communications, UNIX SUN/Oracle as well as experience working in an IP network

\xc2\xb7 Basic knowledge of OTN and related technology

\xc2\xb7 CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.\xc2\xb7

A 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, system level troubleshooting on fiber optic telecommunications transport and switching equipment.

\xc2\xb7 Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other switching/transport concepts.

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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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

Ciena