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.
• \xc2\xb7We 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.

How You Will Contribute:

Reporting to the Manager Global Technical Support, as a Senior Associate Global Technical Support (Packet). You will provide system level pre & post-sales support for CIENA\xe2\x80\x99s Customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA packet products. Your basic level expertise in data communications protocols including Ethernet and IP networks is required.

Your role will include:

• Responding to customer inquiries as well as incoming calls from our global customers along with documenting, validating, and capturing adequate information to facilitate a technical investigation
• Providing remote technical support for issues related to our Packet products promptly and professionally via various communication channels (phone, email, chat)
• Troubleshooting and resolving network faults, performance issues, and configuration problems in a timely manner
• Providing occasional after-hours work to support customer business requirements
• Recovering information necessary to escalate reported issues to senior engineers
• Utilising debug tools as well as lab research to advance customers\xe2\x80\x99 technical problems
• Providing Customer feedback to Internal teams as appropriate
• Contributing to the technical knowledgebase (KCS)
• Mentoring newly hired Technical Support Engineers

What Does Ciena Expect of You:

To excel in this role, you should have the following qualities and qualifications:

• Proven relationship-building skills, enabling you to establish trusted and long-term customer relationships quickly.
• Demonstrated sales expertise with the ability to identify new business opportunities, close deals, and effectively manage regional, large, and strategic accounts.
• Strong collaboration skills, allowing you to lead, direct, and collaborate with global teams in a highly matrixed and cross-functional environment.
• Agility to manage competing and ever-changing account priorities while maintaining a balanced and methodical approach to problem-solving.
• Business acumen, detailed knowledge of Ciena\'s products, the competitive landscape, and an in-depth understanding of sales cycle and stage requirements.
• Effective communication expertise, including the ability to tailor messages and articulate value propositions to engage all levels of an organization.
• The ability to influence both internal and external stakeholders to drive decision-making and strategic thinking.
• A commitment to learning and staying informed about the market, competition, and using that information to Ciena\'s advantage.

The Must Haves:

You should possess the following qualifications and experiences:

Bachelor\xe2\x80\x99s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to eight years related experience or equivalent combination of education and experience

Experience in a customer support role

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.)

Understanding of Micro-Services software architectures

Understanding of SDN and Network Management / Automation / Orchestration concepts

Understanding of Security, Radius authentication, etc.

Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.) would be an asset

Strong knowledge of OTN technology and the application to Ciena equipment.

Fundamental understanding of Telecommunication industry.

Clear understanding of Technical Support industry and the application within Ciena.

Assets:

The following additional qualifications and experiences are assets:

• Knowledge of computers, data communications, LINUX, databases and/or IP network experience would be a benefit
• A basic understanding of Service Provider or telecommunications network is a plus
• Experience with network management systems would be beneficial

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