Requirements
- Bachelor's degree in Electrical Engineering, Computer Science, or a closely related technical field
- 2 to 5 years of experience in technical support, ideally with telecommunications equipment vendors
- Strong knowledge of Ciena’s Packet products, Routing, NCP, and associated switching and transport technologies
- Proven experience developing automation scripts or workflows using Python or comparable programming languages
- Solid grasp of network management applications and the components that support integrated network monitoring and maintenance platforms
- Hands-on familiarity with optical test equipment used in telecommunications environments
- Capable of managing priorities and responding quickly to customer-reported issues and service requests
- Skilled in diagnosing, troubleshooting, and resolving complex system-level problems in fiber optic transport and switching systems
- Experience supporting interoperability across multiple Ciena products and third-party vendor equipment
- Demonstrated ability to analyze complex technical situations quickly and make sound, accurate decisions
- Comfortable working in a team-oriented culture that values knowledge sharing and collective problem-solving
- Team-focused individual who adapts well to evolving market conditions and shifting customer needs
- Exceptional verbal and written communication abilities
- Solid understanding of fiber optic transport and switching protocols
- Intermediate-level proficiency in data communications protocols
Benefits
- Comprehensive medical, dental, and vision insurance plans
- Eligibility to participate in 401(K) with company matching contributions
- Access to the Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP) for personal and professional support
- Paid company holidays
- Paid sick leave
- Accrued vacation time
- Compliance with applicable Paid Family Leave and other statutory leave regulations
Work Arrangement
Remote
Team
Collaborative team environment focused on technical support and customer issue resolution
Required
- 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 used to monitor and maintain customer networks.
- Familiar with the use of various optical test equipment.
- Able to prioritize and promptly respond to customer issues/requests.
- Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment.
- Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.
- Requires fast and accurate judgment and analysis of complex situations and strong decision making skills.
- Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.
- Team Player with the ability to adapt to a continually changing market and customer demands.
- Excellent oral and written communication skills.
- Firm understanding of the fiber optic transport and/or switching protocols.
- Mid-level expertise in data communications protocols is required.
Benefits
- 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
- Vacation time
- Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence
Other
- Some travel may be required.
- No on call duty required for this assignment.
- Possible future assignments may involve on call.
- 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.
Not specified
