Job Description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!

SCOPE OF RESPONSIBILITIES

Become a proactive member of Packet Optical Global Product Centre of Excellence. As a product Expert, responsibilities include consultation with the CoE support organization, analyzing customer issues and provide product enhancement and supportability requirements to the CPO (Packet Optical) product development cycle. Enhance the customer experience by advocating for product quality and supportability requirements and provide training for the GCC (Global Customer Care) organization. Provide system and solution level post-sales support for CIENA's Customer base. This includes testing, troubleshooting, on site and telephone technical support for CIENA products. A solid understanding of the fiber optic transport and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. 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.

SPECIFIC RESPONSIBILITIES

Provide expert level technical consultation to the GCC organization when requested.

Provide input to the Ciena PLC (product Life Cycle) process as a GCC prime as the need arises.

Connect with Design and manufacturing on problems / issues found in the field.

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 MOP/ISB/FSB documents.

Chip in to knowledgebase (KCS).

Mentor, train newly hired as well as advancing Technical Support Engineers.

Performs other duties as assigned.

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.

REQUIRED SKILLS

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.

Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.

Full grasp of Optical Networking and packet knowledge based on the role.

Proficient with various types of test equipment for optical and protocol testing.

System level trouble shooting on fiber optic telecommunications transport and switching equipment.

Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with niche knowledge in some products and application of the technology.

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.

Phenomenal teammate that is ready to chip in or lead troubleshooting.

Willing to take ownership for complete problem resolution.

Ability to take care of stressful situations with colleagues and customers.

Must have the ability to communicate effectively in English language both verbal and written.

Excellent Customer service skills are required and is able to work with customer on both technical and management levels.

Work in a collateral environment, which promotes sharing of knowledge and experiences.

Excellent oral and written communication skills.

Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice.

REQUIRED EXPERIENCE

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.

Very knowledgeable of the operation of fiber optic transport and/or switching equipment.

Several years of experience in a technical support role with an equipment vendor in the Telco industry.

Experience as a technical lead on specific projects or issues

Problem solving experience.

In depth knowledge and experience with SONET/SDH ring transmission equipment, Carrier Ethernet enterprise equipment and associated fiber optic facilities.

Solid grasp of OTN technology and the applications to Ciena equipment.

Fundamental understanding of Telecommunication industry!

Clear understanding of Technical Support industry and the application within Ciena.

CE-P (Carrier Ethernet-Professional) certification.

OC-P (Optical Communications-Professional) certification.

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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.