Senior Associate, Global Technical Support

Ciena Corporation; Canada; Remote; USD 63,000 - 101,000; Full time

Job summary

Join a forward-thinking technology company committed to a people-first philosophy. As a Senior Associate in Global Technical Support, you will provide vital remote support for innovative products, ensuring customer satisfaction and operational excellence. Your role will involve collaboration with various teams to enhance product quality and customer experience. This position offers a flexible work environment that values personal growth and well-being, making it an exciting opportunity for those passionate about technology and customer service.

Benefits

Medical, Dental, and Vision Plans

401(K) with Company Matching

Employee Stock Purchase Program

Paid Sick Leave

Paid Vacation Time

Company-Paid Holidays

Employee Assistance Program

Qualifications

• Bachelor's degree in a technical field is required.
• Experience in a technical support role is desired.
• Excellent customer support skills are essential.

Responsibilities

• Provide remote technical support for identified Ciena products 24x7.
• Communicate with design and product management on field issues.
• Utilize debug tools and lab research to aid customer problems.

Skills

Technical Support

Customer Support

Linux/Unix

Data Communications Protocols

Ethernet and IP Networks

Education

Bachelor's degree in Engineering or Computer Science

Tools

Linux Operating Systems

VMware ESXi

Docker

Ansible

Cassandra

MySQL

Kafka

Nagios

Grafana

Job description

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They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.

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Senior Associate, Global Technical Support page is loaded

Senior Associate, Global Technical Support

Postuler locations Remote-US time type Full time posted on Publié il y a 2 jour(s) job requisition id R026450

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 the Senior Manager, Global Technical Support the ideal candidate will be responsible for:

• Providing 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/if required.
• Communicate with Design and PLM on problems/issues found in the field. Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
• Contribute to knowledgebase (KCS).
• Performs 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 or combination of education and experience.
• Experienced in a technical support role would be desired.
• Excellent Customer Support skills.
• Experience with Linux/Unix, SUN/Oracle systems is essential.
• Proficiency and experience with personal computers, and Microsoft office suite of software is needed.
• Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks would be an asset.
• An understanding of the fiber optic transport and/or switching protocols would be an asset.

Assets:

• Experience with Element Management or Network Management systems is helpful.
• Hands-on knowledge of Linux Operating Systems
• Knowledge of virtualized and cloud environments (VMware ESXi, OpenStack, GCP), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
• Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.)
• Understanding of Micro-Services software architectures
• Database knowledge (Cassandra, MySQL), experience with messaging services (Kafka), experience with Monitoring Technologies (Nagios, Grafana)
• Understanding of SDN and Network Management / Automation / Orchestration concepts
• Understanding of Security, Radius authentication, etc.
• Fundamental understanding of Telecommunication industry

#LI-BS1

Pay Range:

The annual pay range for this position is $63,100 - $100,900.

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 anEqual 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.

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