Consultant, Global Technical Support
Ciena
- Ottawa, ON
- Permanent
- Full-time
- 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 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 flexible paid time off!
- Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.
- 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 (PST Coverage) and weekends (On-call). You will provide on-site support to customers, when required.
- 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’s technical problem.
- 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.
- 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 contribute to the knowledgebase (KCS).
- You will train and mentor junior Technical Support Engineers.
- Bachelor’s degree in A technical field (e.g. Engineering, Computer Science) coupled with technical support experience with an equipment vendor in the Telco industry.
- Basic knowledge of the operation of fiber optic transport and/or switching equipment.
- The ability to travel to customer sites and Ciena locations globally if needed
, ensuring that customer specific activities are tracked through Salesforce while concurrently developing and building effective relationships with key customers. * Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
- A working knowledge of transport and switching systems for telecommunications applications and Optical Networking.
- Familiarity with 6500, RLS, Waveserver & Ciena legacy products.
- Experienced with various types of test equipment for optical and protocol testing, system level troubleshooting on fiber optic telecommunications transport and switching equipment.
- Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other switching/transport concepts.
- Any Certification related to Optical and Carrier ethernet.
- Working knowledge in data communications, UNIX SUN/Oracle as well as experience working in an IP network
- Demonstrated proficiency with Microsoft Office Suite.