Associate, Global Technical Support for Converged Packet Optical Platform

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Your Role

As an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products.

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.

The successful candidate may be required to work on a pre-defined shift to fulfill duties and address business needs, including working on weekends and/ or holidays. CIENA reserves the right to change the work or shift schedule to meet operating requirements when necessary.

Successful candidate may need to attend 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 applicant will be supporting Cienas Converged Packet Optical product suite.

Your Responsibilities

• 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.
• Review with senior engineers 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 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 Engineering) from a college or university.
• Zero to three years related experience in the field of telecommunications
• Foundation knowledge of the operation of fiber optic transport system including DWDM and protection schemes
• Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
• Basic problem-solving experience with OTN/SONET/SDH/DWDM equipment, Carrier Ethernet equipment or associated fiber optic facilities.
• Knowledge of Linux operating system is an advantage.

Preferred Qualification

• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
• 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
• 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
• Knowledgeable of system level troubleshooting of 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, Red Hat Linux, UNIX SUN/Oracle operating systems and IP network experience would be an advantage
• 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
• Independent and can work outside of office location.

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