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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.

Why Ciena:

We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.

We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.

We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.

We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.

We know that financial security is important. We offer competitive salaries and incentive programs, RSU\xe2\x80\x99s (job level specific) and an employee share option purchase program.

We realize time away to recharge is non-negotiable. We offer flexible paid time off!

Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA\xe2\x80\x99s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. Automating data collection and issue resolution using JavaScript and Python based scripting languages will be a key part of this role. A good understanding of the fiber optic transport and/or switching protocols is essential. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with Linux based systems would be beneficial. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.

SPECIFIC RESPONSIBILITIES

• Automate data collection and issue resolution
• Provide remote technical support on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
• Utilize debug tools as well as lab research to aid Customer\xe2\x80\x99s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
• Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
• Contribute to publishing of MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Perform a Customer Lead Engineer roll for specific customers
• Resident Engineering functions on-site or remote
• Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

• Bachelor\xe2\x80\x99s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to three years related experience or equivalent combination of education and experience
• Experience automating tasks using scripting languages such as JavaScript and Python
• Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
• Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
• Basic problem solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.

CANDIDATE PROFILE

• Proficiency with various \xe2\x80\x98office\xe2\x80\x99 software applications including Microsoft Outlook, Microsoft Word, and Excel
• Ability to analyze, trouble-shoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
• Familiar with various types of test equipment for optical and protocol testing
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required.
• Knowledge of computers, data communications, Linux and IP network experience would be a benefit.
• Experience with network management systems would be beneficial
• Strong background in relationship building and Customer focus
• Team player
• Ability to deal with stressful situations
• Must have the ability to communicate in English language both verbal and written

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.

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

Ciena