Associate| Global Customer Care

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.

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA's Customer base. This includes testing,
troubleshooting and remote technical support for CIENA products. A good understanding of the fiber
optic transport and/or switching protocols is essential. Knowledge and experience with personal
computers, Microsoft office suite of software. Basic expertise in data communications protocols
including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle 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

• Provide remote technical support (via telephone or online) 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's 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'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

• 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 'office' 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, UNIX SUN/Oracle 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