Associate, Global Technical Support

1 month ago

Remote, United Kingdom Ciena Full time

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.

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Associate, Global Technical Support - RSP (Open)

Why Ciena?

  • We're a company rooted in people—seeking to create a vibrant and inclusive environment, where everyone feels they can belong.
  • Accelerate your career path by gaining hands-on experience and exposure to the latest technology. Our interns and graduates work on real projects in real time in world class labs. Be a part of tomorrow's future – today.
  • Mentoring. Networking. Leadership Opportunities. We recognize that the learning doesn't stop when you leave school - we champion a team environment for development and provide the tools to achieve success.
  • We are big proponents of life-work integration. Our people make a big difference at Ciena, but we want to shine light on their differences outside of working hours too. CienaCares supports non-profit causes important to employees by matching employee financial contributions and dedicating time for volunteering.

The Opportunity:

Provide system level pre & 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. 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.

How You Will Contribute:


Provide remote technical support (via telephone or online) on identified CIENA products 24x7

when required. On call duty includes evenings and weekends.

Review with senior engineer's issues found in the field and assist Communication with Design and Supply Chain on problems found.

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
Provide Customer feedback to Quality Assurance, Design, Product Management, Technical, Publications and Training.
Contribute to publishing of MOP/ISB/FSB documents.
Contribute to knowledgebase (KCS)
Perform a Customer Lead Engineer roll for specific customers
Resident Engineering functions on-site or remote

Travel to customer sites and Ciena locations globally.

What Does Ciena Expect of You?

  • A sense of urgency – what's important to the customer is equally important to you. You make getting things done a priority.
  • Integrity – you hold yourself to the highest level of personal and professional standards of conduct.
  • A commitment to innovation – you continually seek to learn, understand new technologies and ever-changing market conditions, and endeavour to apply that knowledge to Ciena's advantage.
  • You embrace change – thriving in a diverse environment of ever-changing priorities and sometimes stressful situations.
  • The flexibility to work independently with minimal supervision as well as part of a broader team.

The Must Haves:

  • Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel. Ability to analyze, trouble-shoot and resolve problems
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking
  • Familiar with various types of test equipment for optical and protocol testing
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
  • Knowledge of computers, data communications, UNIX SUN/Oracle and IP network experience would be a benefit.
  • Experience with network management systems would be beneficial.
  • Strong background in relationship building and Customer focus.
  • Team player
  • Ability to deal with stressful situations.
  • Must have the ability to communicate in English language both verbal and written.

Education

  • 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.
  • Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
  • Preferably has experience in a technical support role with an equipment vendor in the Telco. industry.
  • Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

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.

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