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 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 packet products. Basic level expertise in data communications protocols including Ethernet and IP networks is required. An understanding of fiber optic transport and/or switching protocols would be an asset. Experience with Element Management or Network Management systems would be an asset.

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 occasional afterhours work to support customer business requirements.
  • 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)
  • Mentor newly hired Technical Support Engineers

Education and Experience

  • Bachelor's degree in technical field (e.g., Engineering, Computer Science) from a fouryear college or university with two to five years related experience or equivalent combination of education and experience in Routing & Switching.
  • Experience in a customer support role
  • Exposure to system level troubleshooting on Layer 2/4 networks and associated DCN networks.
  • Familiarity with various types of test equipment for optical and protocol testing.
  • L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP.
  • L3: IPv4 and IPv6 routing (basic understanding), Routing protocols
  • OSPF, IS-IS, MP-BGP, MPLS-TP and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS, PON.
  • 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
  • Good knowledge and experience of at least two of the following: OSPF, IS-IS, BGP, MPLS, L2VPN and L3VPN, Segment Routing, Ethernet VPN, PON.
  • Motivated selfstarter with excellent time management skills, troubleshooting mindset with a willingness and ability to learn new concepts.
  • 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
  • Ability to deal with challenging circumstances.

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.

  • 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...

  • 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...

  • 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 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...

  • 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...

  • 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 Global Advocacy Officer

    hace 2 semanas

    Desde casa, México Fos Feminista A tiempo completo

    **About Fòs Feminista** Fòs Feminista is an intersectional feminist organization centered around the sexual and reproductive rights and needs of women, girls, and gender-diverse people. Led and governed by the Global South, Fòs Feminista works as an alliance of organizations in 40+ countries worldwide to advance sexual and reproductive health, rights,...

  • Senior Global Advocacy Officer

    hace 2 semanas

    Desde casa, México Fos Feminista A tiempo completo

    About Fòs FeministaFòs Feminista is an intersectional feminist organization centered around the sexual and reproductive rights and needs of women, girls, and gender-diverse people. Led and governed by the Global South, Fòs Feminista works as an alliance of organizations in 40+ countries worldwide to advance sexual and reproductive health, rights, 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...

  • Technical Support Manager

    hace 4 días

    Desde casa, México Elite A tiempo completo

    Company Description Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Our Company is focused on enabling firms of all sizes and locations to meet their true...

  • Senior Technical Writer

    hace 2 semanas

    Desde casa, México EPAM Systems A tiempo completo

    **DESCRIPTION**: Step into the world of technical communication with our **Senior Technical Writer **position. We're seeking a skilled wordsmith who excels at transforming complex concepts into clear and concise documentation. As a Senior Technical Writer, you'll play a vital role in crafting user-friendly manuals, guides, and support materials that empower...

  • Technical Support Manager

    hace 2 semanas

    Desde casa, México Elite A tiempo completo

    Company DescriptionElite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Our Company is focused on enabling firms of all sizes and locations to meet their true...

  • 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...