(GPCoE) Specialist, Global Product Support Engineering

Ciena; Ottawa; On-site; CAD 79,000 - 127,000; Full time

Job summary

An innovative technology company is seeking a Global Technical Support Specialist to join their dynamic team. This role involves providing expert technical consultation and support for cutting-edge optical products, working closely with various teams to enhance product quality and customer satisfaction. The ideal candidate will have a strong background in telecommunications, exceptional troubleshooting skills, and a passion for customer service. You'll thrive in a collaborative environment, where your contributions will directly impact the success of the organization. If you're ready to take on a challenging and rewarding position, this opportunity is perfect for you.

Benefits

Medical, dental, and vision plans

401(K) with company matching

Employee Stock Purchase Program

Employee Assistance Program

Paid holidays

Paid sick leave

Vacation time

Qualifications

• 5-10 years related experience in a technical field.
• Strong knowledge of OTN, SONET/SDH/DWDM systems.
• Experience with Ciena 6500, RLS or Waveserver.

Responsibilities

• Provide expert technical consultation to the Global Customer Care organization.
• Analyze customer cases to drive improvements in product quality.
• Mentor and train newly hired Technical Support Engineers.

Skills

Technical Support

Troubleshooting

Customer Service

Analytical Skills

Communication Skills

Time Management

Problem Resolution

Education

Bachelor’s degree in Engineering or Computer Science

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Test Equipment for Optical Testing

Job description

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute:

Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support, you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for CIENA Optical Products. Specific Responsibilities include:

• Provide expert level technical consultation to the GCC organization when requested.
• Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
• Connect with Design and manufacturing on problems/issues found in the field and drive DFS (Design for Serviceability) and DFO (Design for Operability) requirements in the products.
• Use debug tools as well as lab research to aid Customer’s technical problem. Recover information vital to escalate the incident or issue 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 Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
• Expand and improve knowledgebase (KCS) technical content.
• Mentor, train and advance newly hired Technical Support Engineers.
• Travel to customer sites and Ciena locations globally if required.
• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On-call duty includes evenings and weekends.
• Perform other duties as assigned.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience.
• 3-5 years of experience with Ciena 6500, RLS or Waveserver.
• Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
• Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, troubleshoot and resolve sophisticated problems.
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction.
• Proficient with various types of test equipment for optical and protocol testing.
• System level troubleshooting on fiber optic telecommunications transport and switching equipment.
• Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network.
• Good abilities to establish relationship and build excellent Customer focus.
• Great teammate that is ready to assist in, or lead, troubleshooting.
• Willing to take ownership for complete problem resolution.
• Work in a collaborative environment and promote the sharing of knowledge and experiences.
• Must have the ability to communicate effectively in English language both verbal and written.
• Excellent Customer service skills and the ability to work with customers on both technical and management levels.
• Excellent oral and written communication skills.
• Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

Pay Range:
The annual pay range for this position is $79,300 - $126,700 CAD.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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

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