Associate Technical Support CPO

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

Job summary

A leading technology company in Canada is seeking a Technical Support Engineer to provide remote technical support and on-site assistance for Ciena products. This role requires strong communication skills and technical expertise in SONET/SDH technologies. The ideal candidate will have a Bachelor’s degree in a technical field and several years of related experience. Join a dynamic team that prioritizes a flexible work environment and values growth and innovation.

Qualifications

• 3 to 6 years of related experience or equivalent education.
• Strong knowledge of SONET/SDH ring transmission equipment.
• Knowledge of fiber optic transport operation.

Responsibilities

• Provide remote technical support for Ciena products 24x7.
• Communicate with Design and Manufacturing on field issues.
• Mentor and train newly hired Technical Support Engineers.

Skills

Technical support

Communication expertise

Relationship building

Innovation commitment

Education

Bachelor’s degree in a technical field

Tools

SONET/SDH ring transmission equipment

DWDM/OTN technology

Fiber optic transport equipment

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 online) 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 problems.
• Recover information necessary to escalate incidents or issues to Design, Product/Project Management, Documentation, or Training.
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
• Create, review, validate, and publish required MOP/ISB/FSB documents.
• Contribute to the knowledge base (KCS).
• Mentor and train newly hired as well as advancing Technical Support Engineers.
• Perform 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 able to make key decisions and manage competing and ever-changing priorities driven largely by the software development process.
• Communication expertise – you can influence and tailor your message to ensure understanding and consensus.
• Flexibility – you can work independently and as part of a broader team, thriving in a multi-disciplinary environment.
• Relationship builder – with an ability to influence, you can get work done through others.
• Commitment to innovation – you stay abreast of market and competitive developments and are keen to formulate new ideas and solve problems.

The Must Haves:

• Bachelor’s degree in a technical field (e.g., Engineering, Computer Science) from a four-year college or university with 3 to 6 years of related experience or an equivalent combination of education and experience.
• Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology, and applications to Ciena equipment, carrier Ethernet 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. We value workforce diversity and respect employees as individuals. We do not tolerate discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted regarding a job opportunity, please advise Ciena of any accommodation measures you may require.