Retail Sales Support Analyst
Moen
Senior Associate, Global Technical Support
Ciena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $63,100 - $126,700 per year
Job Level
Senior
Tech Stack
Switching
About the role
- Provide system level post-sales support to Ciena’s customers
- Testing, troubleshooting and remote technical support
- Play a Customer Lead Engineer role for specific customers
- Provide remote technical support 24 x 7 when required
- On-site support to customers when required
- Communicate with the Design and Supply Chain teams about field issues
- Use debug tools and lab research to resolve technical problems
- Raise incidents/issues to senior engineers
- Partner with various teams to provide customer feedback
- Create, review, validate and publish required documents
- Train and mentor junior Technical Support Engineers
Requirements
- Bachelor’s degree in a technical field (e.g. Engineering, Computer Science)
- Technical support experience with an equipment vendor in the Telco industry
- Hands on knowledge of DWDM Technology
- Exceptional communication skills
- Basic knowledge of OTN and related technology
- Experience in Automation CE-A and OC-A certifications preferred
- Working knowledge of transport and switching systems for telecommunications applications
- Experienced with various types of test equipment for optical and protocol testing
Benefits
- Medical, dental, and vision plans
- Participation in 401(K) (USA) & DCPP (Canada) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company-paid holidays
- Paid sick leave
- Vacation time
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportDWDM technologyOTN technologytransport systemsswitching systemsoptical testingprotocol testingautomationtroubleshootingdebug tools
Soft skills
communication skillscustomer servicementoringteam collaborationproblem-solvingcustomer feedbackdocumentation skillstraining
Certifications
Bachelor's degreeCE-A certificationOC-A certification
