Associate, Global Technical Support

Ciena; Canada; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company in Canada is seeking a Technical Support Engineer to provide remote and on-site technical support. This role requires expertise in SONET/SDH and fiber optic technology along with strong problem-solving and communication skills. The ideal candidate will hold a Bachelor’s degree in a technical field and have 3 to 6 years of experience in the industry, thriving in both independent and team settings.

Qualifications

• 3 to 6 years related experience or equivalent combination of education and experience.
• Strong knowledge of SONET/SDH ring transmission equipment.
• Very knowledgeable of fiber optic transport and/or switching equipment.

Responsibilities

• Provide remote technical support for identified products 24x7.
• Communicate with Design and manufacturing on field issues.
• Recover information necessary to escalate incidents.
• Create, review, validate and publish technical documents.
• Mentor and train newly hired Technical Support Engineers.

Skills

Technical problem solving

Communication expertise

Relationship building

Agility

Self-motivation

Education

Bachelor’s degree in technical field

Job description

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Your Role

• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Provide on-site support to Customers where required.
• Communicate with Design and manufacturing on problems / issues found in the field.
• Utilize debug tools as well as lab research to aid Customer’s technical problem.
• Recoverinformation necessary to escalate the incident or issue to Design, Product/Project Management,Documentation, or Training
• Work with Quality Assurance, Design, Product Management, Technical Publications, andTraining to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Mentor, train newly hired as well as advancing Technical Support Engineers.
• Performs other duties as assigned.
• Travel to customer sites and Ciena locations globally as required.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.

• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility towork independentlyand aspart of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-yearcollege or university with 3 to 6 years related experience or equivalent combination ofeducation and experience
• Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology and the applications to Ciena equipment CarrierEthernet enterprise equipment and associated fiber optic facilities
• Very knowledgeable of the operation of fiber optic transport and/or switching equipment.

#LI-SM #Li-Remote #LI-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 anEqual Opportunity Employer, including disability and protected veteran status.

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