Provide system level post-sales support for CIENA’s Customer base including product lines.
Involved in testing, troubleshooting and providing remote technical support for CIENA products.
Provide on-site and telephone technical support on all Ciena packet optical and network management products.
Analyze and provide network solution recommendations to customers and internal organizations.
Evaluate product performance and serviceability in order to contribute to the design of new or modified products.
Create, review, validate and publish required customer facing documents such as Method of Procedures (MOPS) and Root Cause Analysis (RCA) reports.
Main point of contact for any customer queries or troubleshooting on any Ciena products.

Requirements

Bachelor’s degree in Electrical Engineering, Computer Science or related field/discipline.
2-5 years' experience in technical support - preferably an equipment vendor in the Telco equipment industry.
Excellent understanding of Ciena Packet products, Routing, and NCP and various Switching/Transport technologies and products are required.
Experience with writing automation scripts/workflows utilizing Python or similar.
Good understanding of the network management applications offered by Ciena and the underlying components that make up a fully integrated network management platform solution.
Familiar with the use of various optical test equipment.
Ability to diagnose, troubleshoot, and debug complex system level issues on fiber optic telecommunications transport and switching equipment.
Team Player with the ability to adapt to a continually changing market and customer demands.
Excellent oral and written communication skills.

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
Compliance with laws regarding Paid Family Leave and other leaves of absence

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportCiena Packet productsRoutingNCPSwitching technologiesTransport technologiesPythonautomation scriptsnetwork management applicationsfiber optic telecommunications

Soft Skills

team playeradaptabilityoral communicationwritten communication

Certifications

Bachelor’s degree in Electrical EngineeringBachelor’s degree in Computer Science