Ciena Hiring For Global Technical Support Packet at Remote Full Time

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.

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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’s (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 (GTS) as you will provide system level pre & post-sales support for CIENA’s customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA Network Management products.

You will include:

• Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation.
• Respond to customer inquiries and provide remote technical support for issues related to our network management products promptly and professionally via various communication channels (phone, email, chat).
• Troubleshoot and resolve platform issues, performance issues, and configuration problems in a timely manner.
• Provide occasional after-hours work to support customer business requirements.
• Recover information necessary to escalate reported issues to senior engineers.
• Utilize debug tools as well as lab research to advance customers technical problems.
• Provide Customer feedback to Internal teams as appropriate.
• Contribute to the technical knowledgebase (KCS)

What Does Ciena Expect of You

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.
• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s 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
• Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible.
• Customer-oriented mindset with a strong commitment to providing exceptional customer service.
• Basic level expertise in data communications protocols including Ethernet and IP networks is required.
• Exposure with system level troubleshooting on Layer 2/4 networks and associated DCN networks.
• Understanding of transport and switching systems for telecommunications applications and Optical Networking
• Ability to deal with challenging working environments.

Assets:

• Understanding of fiber optic transport and/or switching protocols would be an asset.
• Experience with Element Management or Network Management systems would be an asset.
• Experience with network management systems would be beneficial.
• Experience in a customer facing role would be an asset.
• Knowledge of computers, data communications, LINUX, databases and/or IP network experience would be a benefit.

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.