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’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
How You Will Contribute:
Reporting to Senior Manager, Global Technical Support as the Associate, Global Technical Support, you will provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial.
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Provide remote technical support (via telephone or on line) on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
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Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
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Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
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Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
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Contribute to publishing of MOP/ISB/FSB documents.
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Contribute to knowledge base.
The Must Haves:
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Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
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Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
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Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
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Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
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Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
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Ability to analyze, trouble-shoot and resolve problems
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Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
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An understanding of transport and switching systems for telecommunications applications and Optical Networking
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Familiar with various types of test equipment for optical and protocol testing
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System level trouble shooting on fiber optic telecommunications transport and switching equipment.
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Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
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Knowledge of computers, data communications, UNIX SUN/Oracle and IP network experience would be a benefit.
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Experience with network management systems would be beneficial
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Strong background in relationship building and Customer focus
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Team player
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Ability to deal with stressful situations
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Must have the ability to communicate in English language both verbal and written
Pay Range:
The annual pay range for this position is $51,600 - $82,400 USD
The annual pay range for this position in California is $61,600 - 98,400 USD
Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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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.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
Top Skills
Ciena Ottawa, Ontario, CAN Office
385 Terry Fox Dr, , Ottawa, ON , Canada, K2K 0L1
