Job description 

How You Will Contribute: 

 
Reporting to the Manager Global Technical Support. 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 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’ 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’s 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 technical support role with an equipment vendor or a telecommunication company. 

Foundational knowledge of the operation offiber optic transport and/or switchingequipment. 

Basic problem-solving experience withWDM/OTN/SONET/SDH equipment, CarrierEthernet equipment or associated fiber optic facilities. 

Extensive experience in the operation of fiber optic transport and/or switching equipment. 

Assets:

The following additional qualifications and experiences are assets:

• Experience on Ciena 6500, 6500 RLS and/or Waveserver is an asset.
• 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