Offer summary

Qualifications:

Bachelor’s degree in a technical field such as Engineering or Computer Science., Experience in a technical support role is desired., Proficiency with Linux/Unix systems and Microsoft Office suite is essential., Excellent customer support skills and knowledge of data communications protocols are preferred..

Key responsibilities:

Provide remote technical support for Ciena products 24x7, including on-call duties.

Communicate with design and product management regarding field issues.

Utilize debug tools and lab research to assist customers with technical problems.

Contribute to the knowledgebase and perform other assigned duties.

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’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.

How You Will Contribute:

Reporting to the Senior Manager, Global Technical Support the ideal candidate will be responsible for:

Providing remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends. Provide on-site support to Customers where/if required.
Communicate with Design and PLM on problems/issues found in the field. Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
Contribute to knowledgebase (KCS).
Performs other duties as assigned.

The Must Haves:

Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university or combination of education and experience.
Experienced in a technical support role would be desired.
Excellent Customer Support skills.
Experience with Linux/Unix, SUN/Oracle systems is essential.
Proficiency and experience with personal computers, and Microsoft office suite of software is needed.
Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks would be an asset.
An understanding of the fiber optic transport and/or switching protocols would be an asset.

Assets:

Experience with Element Management or Network Management systems is helpful.
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.)
Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.)
Understanding of Micro-Services software architectures
Database knowledge (Cassandra, MySQL), experience with messaging services (Kafka), experience with Monitoring Technologies (Nagios, Grafana)
Understanding of SDN and Network Management / Automation / Orchestration concepts
Understanding of Security, Radius authentication, etc.
Fundamental understanding of Telecommunication industry

#LI-BS1

Pay Range:

The annual pay range for this position is $63,100 - $100,900.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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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.

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.

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