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 humanitydriving our business priorities alongside meaningful social, community, and societal impact.
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 humanitydriving our business priorities alongside meaningful social, community, and societal impact.
Your Role
- As Senior Associate, Global Technical Support for Network Management System Platform, you will provide system level pre & post-sales support for CIENA's Global Customer base. This includes testing, troubleshooting and remote technical support for CIENA products, primarily network management systems.
- 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.
- Successful candidates may need to attend to customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues.
- Successful candidate will be supporting Ciena's Network Management platform as primary product.
Your Responsibilities
- Successful candidate will be supporting Ciena's Network Management platform as primary product. It is imperative that the successful candidate also needs to learn how the network management system works with the managed network elements like Optical systems, switches and routers.
- Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required.
- Manage technical support cases/tickets end to end.
- Be able to accept on-call duties outside of normal business hours when required.
- 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 Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents.
- Contribute to knowledgebase (KCS)
- Perform a Customer Lead Engineer role for specific customers, as assigned.
- Perform Resident Engineering functions on-site or remote, as assigned.
- Travel to customer sites and Ciena locations globally, as required.
Minimum Qualifications
- Bachelor's degree in technical field (e.g. Electronics and Communications Eng'g, Computer Science, Computer Eng'g, Information Technology) from a college or university.
- Minimum 3 to 5 years related experience in the field of telecommunications or IT
- In-depth Knowledge of Linux Red Hat operating system preferably with experience in installation or maintenance of Linux based servers or network management system.
- Good understanding of Dockers, Containers, APIs and SQL
Preferred Qualification
- Experience in technical support role with an equipment vendor in the Telco industry.
- Ability to analyze, troubleshoot and resolve problems
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
- Knowledge of Red Hat Linux is a must.
- Knowledge and/or experience in server logs analysis is an advantage.
- Knowledge of Phyton scripting and SQL database is an advantage
- Experience with network management systems is an advantage
- Knowledge in packet networking and IP routing protocols is an advantage (i.e. IPV4, IPV6, OSPF, etc.)
- Experience in fiber optic telecommunications transport and switching equipment is an advantage
- Excellent Customer service skills are required and can work with customers on both technical and management levels.
- Team player who is ready to contribute or lead troubleshooting activities
- Ability to deal with stressful situations with colleagues and customers
- Must have the ability to communicate in English language both verbal and written
- Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
- Independent and can work outside of office location
- Work From Home and In-Office (Hybrid)
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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.
