Associate, Global Technical Support

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.

Why Ciena:

• 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.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• 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.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable.  We offer unlimited paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

As an Associate, Global Customer Care, you’ll provide system level post-sales support for Ciena’s customer base, including testing, troubleshooting and remote technical support for Ciena products.  You may also be involved in on-site day to day interactions with the customer concerning all aspects of network planning, deployment and technical network issues and design.

• You will provide remote technical support (via telephone or on line) for identified Ciena products 24 x 7, as well as on-site support to customers when required.
• You will use debug tools as well as lab research to aid in the resolution of the customer’s technical problems, recovering information vital to call out the incident/issue to senior engineers, including Engineering/Design, Product/Project Management, Documentation, Supply Chain or Training.
• You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
• You will create, review, validate and publish required MOP/ISB/FSB documents, and add inputs to the knowledgebase (KCS).

What Does Ciena Expect of You?

Customer First – what’s important to the customer is important to you.  You make getting things done a priority.

Initiative – You’re a self-starter who works with limited direction and is accountable for resolving issues quickly and delivering against aggressive deadlines.

Relationship Builder – you possess the know-how to build trusted, long-term relationships quickly.

Problem solver – you have the ability to readily assess a customer’s requirements and technical issues and identify optimal solutions.

You embrace change – thriving in an environment of ever-changing, challenging, and often competing priorities.

The flexibility to work independently and as part of a broader team - you thrive in a team environment, but are comfortable working independently as required.

A savvy communicator – understanding how to tailor your communications and proposals accordingly to specific audiences to ensure your ideas recommendations are understood and well-received.

A commitment to learning – about Ciena’s products, competitor offerings and customer concerns.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university
• Basic understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required.
• Familiarity with virtualized and cloud environments (VMware ESXi, OpenStack, GCP), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
• Proven problem solving experience.
• Hands-on knowledge of Linux Operating Systems
• Fundamental understanding of Telecommunication industry.
• Proficiency with the Microsoft Office Suite of applications
• Ability to travel to customer sites and Ciena locations globally

Assets:

• Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools(Swagger, postman etc.)
• Understanding of Micro-Services software architectures
• Database knowledge (Cassandra, MySQL), experience with messaging services (Kafka), experience with Monitoring Technologies (Nagios, Grafana)
• Understanding of SDN and Network Management / Automation / Orchestration concepts
• Understanding of Security, Radius authentication, etc.

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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.