Associate, Global Technical Support

hace 2 semanas

Desde casa, México Ciena A tiempo completo

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.

Not ready to apply? Join our
Talent Community
to get relevant job alerts straight to your inbox.

Scope of Responsibilities
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 optical products. An understanding of fiber optic transport and/or switching protocols is essential. Experience with Element Management or Network Management systems would be an asset. Basic understanding of data communications protocols including Ethernet and IP networks is beneficial.

Specific Responsibilities

  • Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation
  • Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.
  • Provide oncall duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.
  • Recover information necessary to escalate reported issues to senior engineers.
  • Utilize debug tools as well as lab research to advance customers' technical problems.
  • Provide Customer feedback to Internal teams as appropriate
  • Contribute to the technical knowledgebase (KCS)

Education and Experience

  • Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a fouryear college or university with zero to three years related experience or equivalent combination of education and experience
  • Experience in a customer facing role would be an asset
  • Foundational knowledge of the operation of fiber optic transport and/or switching equipment.
  • Basic problemsolving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities would be an asset.
  • Must have excellent communications skill with the ability to communicate in the
    English language both verbal and written
  • Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and nontechnical stakeholders.
  • Availability for onsite, inperson training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible
  • Customeroriented mindset with a strong commitment to providing exceptional customer service.
  • Ability to work independently and prioritize tasks effectively in a fastpaced environment
  • Ability to analyze, troubleshoot and resolve problems
  • Motivated selfstarter with excellent time management skills with a willingness and ability to learn new concepts
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.
  • Experience with network management systems would be beneficial
  • Ability to deal with stressful situations

Not ready to apply? Join our
Talent Community
to get relevant job alerts straight to your inbox.

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.

  • Associate, Global Technical Support

    hace 4 días

    Desde casa, México Ciena A tiempo completo

    **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...

  • Senior Associate Global Technical Support

    hace 4 semanas

    Desde casa, México Ciena A tiempo completo

    **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...

  • Technical Support Associate

    hace 4 días

    Desde casa, México Cápita Works - Virtual Assistants in Mexico A tiempo completo

    **Cápita Works** was founded in 2020, amid a global pandemic, to provide people with remote jobs to work from home and offer small and medium-sized companies in the US access to the best remote talent in Mexico. We are still striving to find the best talent in Mexico, individuals who are eager to be part of an innovative environment and **work remotely**...

  • Senior Associate Global Technical Support

    hace 2 semanas

    Desde casa, México Ciena A tiempo completo

    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...

  • Global Technical Support

    hace 2 meses

    Desde casa, México Ciena A tiempo completo

    **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...

  • Global Technical Support

    hace 2 semanas

    Desde casa, México Ciena A tiempo completo

    **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...

  • Global Technical Support

    hace 2 días

    Desde casa, México Ciena A tiempo completo

    **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...

  • Global Technical Support

    hace 2 semanas

    Desde casa, México Ciena A tiempo completo

    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...

  • Global Technical Support

    hace 3 semanas

    Desde casa, México Ciena A tiempo completo

    **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...

  • Associate, Global Technical Support

    hace 3 semanas

    Desde casa, México Ciena A tiempo completo

    **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...

  • Customer Support Associate

    hace 2 semanas

    Desde casa, México Intellect A tiempo completo

    We are looking for a Customer Support Associate to assist our customers with technical problems and other general concerns when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities, and other associated duties. To be...

  • Customer Support Associate

    hace 2 semanas

    Desde casa, México Intellect A tiempo completo

    We are looking for a Customer Support Associate to assist our customers with technical problems and other general concerns when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities, and other associated duties. To be...

  • Technical Support Manager

    hace 1 semana

    Desde casa, México Ciena A tiempo completo

    **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...

  • Manager, Global Technical Support

    hace 7 días

    Desde casa, México Ciena A tiempo completo

    **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...

  • Technical Support Engineer

    hace 3 semanas

    Desde casa, México Base A tiempo completo

    Base is a Customer Lifecycle Marketing SAAS platform, building the Customer-led Growth (CLG) category and ecosystem. We’re searching for an energetic, tech-savvy Technical Support Engineer who can provide Tier 1+ 2 technical support to our customers, allowing them to realize the maximum value of Base, assuring our platform is up and running as...

  • Technical Support Analyst

    hace 2 semanas

    Desde casa, México Ellucian A tiempo completo

    Together we are powering the future of Higher Education: Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 26 million students in 50+ countries. We are dedicated to helping Higher...

  • Technical Support Engineer

    hace 2 meses

    Desde casa, México iMin A tiempo completo

    **Main Duties and Responsibilities**: Territory in charge: Latam + Europe region **Pre-Sales**: - Conduct quality product training and technical guidance to customer to resolve technical problems - Build quality relationship with customers and managers - Provide in house technical support to sales staff - Leading the design of the program for the...

  • Technical Support Analyst

    hace 3 semanas

    Desde casa, México Fleet Complete A tiempo completo

    At Fleet Complete, our vision is to connect everyone with everything - everywhere. We are a leading global provider of IoT solutions in the connected commercial vehicle space and mobile workforce management. Our company has been on an exciting journey, starting back in 2000 when our CEO, Tony Lourakis, founded Complete Innovations. Today, we are a global...

  • Technical Support Engineer

    hace 2 semanas

    Desde casa, México iMin A tiempo completo

    Main Duties and Responsibilities:Territory in charge: Latam + Europe regionPre-Sales: Conduct quality product training and technical guidance to customer to resolve technical problems Build quality relationship with customers and managers Provide in house technical support to sales staff Leading the design of the program for the customer Constantly collect...

  • Remote Technical Support

    hace 3 semanas

    Desde casa, México Far Out Solutions A tiempo completo

    '''Job Overview:''' We are seeking a highly motivated and skilled Technical Support professional to join our team. As a Technical Support, you will be responsible for providing technical assistance and support to our clients, ensuring their IT systems are running smoothly. This is an excellent opportunity for someone with strong problem-solving skills and a...