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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact.

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\xe2\x80\x99s (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.

SCOPE OF RESPONSIBILITIES

Provide system level post-sales support for CIENA\xe2\x80\x99s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Mid-level expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. Experience with Element Management or Network Management systems would be and asset. 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 on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.

Provide on-site support to Customers where required.

Communicate with Design and Supply Chain on problems / issues found in the field.

Utilize debug tools as well as lab research to aid Customer\xe2\x80\x99s 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

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)

Train newly hired 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

EDUCATION AND EXPERIENCE

Bachelor\xe2\x80\x99s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience

Basic knowledge of the operation of fiber optic transport and/or switching equipment.

Experience in a technical support role with an equipment vendor in the Telco industry.

Proven problem solving experience and expertise

Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or

associated fiber optic facilities

Basic knowledge of OTN and related technology

CE-A (Carrier Ethernet-Associate) certification

OC-A (Optical Communications-Associate) certification

CANDIDATE PROFILE

Proficiency with various \xe2\x80\x98office\xe2\x80\x99 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

A working knowledge of transport and switching systems for telecommunications applications

and Optical Networking

Experienced with various types of test equipment for optical and protocol testing.

Experience with system level trouble shooting on fiber optic telecommunications transport and

switching equipment.

Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general

understanding of other Switching/transport concepts are required.

Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in

an IP network

Good abilities to build relationships build and strong Customer focus

Team player that is ready to contribute or lead elements of troubleshooting and 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

#LI-ST1

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.

Ciena