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 societal impact.**

**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 on-call 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 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 of fiber optic transport and/or switching equipment.
- Basic problem-solving experience with WDM/OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
- 2 to 4 years of experience in the operation of fiber optic transport and/or switching equipment.
- Experience on Ciena 6500, 6500 RLS and/or Waveserver is 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 non-technical stakeholders.
- Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible
- Customer-oriented mindset with a strong commitment to providing exceptional customer service.
- Ability to work independently and prioritize tasks effectively in a fast-paced environment
- Ability to analyze, troubleshoot and resolve problems
- Motivated self-starter 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

**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.


  • 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 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • Desde casa, México Ruptela A tiempo completo

    **DESCRIPTION** Ruptela is looking for a Spanish and English speaking Technical Support Specialist to join our talented Operations and Customer Experience team! We provide fleet management solutions based on GPS tracking and real-time vehicle monitoring and control. We develop and manufacture full solution and provide it along with in-depth knowledge and...


  • Desde casa, México Ruptela A tiempo completo

    Ruptela is looking for a Spanish and English speaking Technical Support Specialist to join our talented Operations and Customer Experience team! We provide fleet management solutions based on GPS tracking and real-time vehicle monitoring and control. We develop and manufacture full solution and provide it along with in-depth knowledge and support. This way...

  • Technical Support Analyst

    hace 2 semanas


    Desde casa, México Infor A tiempo completo

    **General information**: - Country Mexico- City Remote Location- Department Global Support- Job ID 35269**Description & Requirements**: **A Day in The Life Typically Includes**: - Primary support customers in all VISUAL related system/technical issues. - Proactively communicate with customers with value added responses into required tracking system,...


  • Desde casa, México iMinTech A tiempo completo

    **Main Duties and Responsibilities**: **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 customer - Constantly collect and feedback on...


  • Desde casa, México EmprexAi.com A tiempo completo

    Technical Support Specialist **Key Responsibilities**: - Provide excellent customer support for individuals with varying technical expertise. - Diagnose and resolve website-related issues through effective communication and problem-solving. - Educate and empower users in understanding website development tools and features. - Collaborate with the...