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.



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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 unlimited 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:


Provide system and solution level post-sales support for CIENA's Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products. A strong understanding of the switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. 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.



• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7


when required. On call duty includes evenings and weekends.

• Provide on-site support to Customers where required.
• Fulfill role of Resident Engineer as required
• Provide input to the Ciena PLC process as a GTS prime as required
• Assume responsibilities of a Customer Lead Engineer as required.
• Communicate with Design and manufacturing on problems / issues found in the field.
• 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

• Work with Quality Assurance, Design, Product Management, Technical Publications, and


Training to provide Customer feedback.

• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Mentor, train newly hired as well as advancing Technical Support Engineers.
• Performs other duties as assigned.
• Perform a Customer Lead Engineer roll for specific customers
• Resident Engineering functions on-site or remote
• Travel to customer sites and Ciena locations globally
What Does Ciena Expect of You?

Customer First - what's important to the customer is important to you. You make getting things done a priority.

Initiative - You're a self-starter who works with limited direction and is accountable for resolving issues quickly and delivering against aggressive deadlines.

Relationship Builder - you possess the know-how to build trusted, long-term relationships quickly.

Problem solver - you have the ability to readily assess a customer's requirements and technical issues and identify optimal solutions.


You embrace change - thriving in an environment of ever-changing, challenging, and often competing priorities.


The flexibility to work independently and as part of a broader team - you thrive in a team environment, but are comfortable working independently as required.

A savvy communicator - understanding how to tailor your communications and proposals accordingly to specific audiences to ensure your ideas recommendations are understood and well-received.

A commitment to learning - about Ciena's products, competitor offerings and customer concerns.

The Must Haves:

• Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year


college or university with five to 10 years related experience or equivalent combination of

education and experience

• Very knowledgeable of the operation routing & switching equipment.
• Multiple years experienced in a technical support role with an equipment vendor in the Telco industry.
• Experience as a technical lead on specific projects or issues
• Proven problem solving experience
• In depth knowledge and Experience with Carrier Ethernet enterprise equipment
• Fundamental understanding of Telecommunication industry
• Clear understanding of Technical Support industry and the application within Ciena
• CE-P (Carrier Ethernet-Professional) certification

Assets:

+ Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel
+ Ability to analyze, trouble-shoot and resolve complex problems
+ Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
+ Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
+ Full understanding of Optical Networking
+ Proficient with various types of test equipment for optical and protocol testing.
+ System level trouble shooting on switching equipment
+ Extensive Knowledge of Carrier Ethernet with specialized knowledge in some products and application of the technology.
+ Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network
+ Good abilities to build relationships build and proven record of excellent Customer focus
+ Team player that is ready to contribute or lead troubleshooting
+ Willing to take responsibility for complete problem resolution
+ Ability to deal with stressful situations with colleagues and customers
+ Must have the ability to communicate effectively in English language both verbal and written
+ Excellent Customer service skills are required and is able to work with customer on both technical and management levels
+ Work in a collateral environment, which promotes sharing of knowledge and experiences.
+ Excellent oral and written communication skills.
+ Must be punctual and able to accept continuous unusual work hours. Typically, at very short notice.

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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.