Technical Support Specialist

hace 1 semana

Xico, México Ciena A tiempo completo

Ciena is committed to fostering a culture that prioritizes employee growth, well-being, and belonging. As a technology company, we lead with our humanity, driving business priorities alongside meaningful social, community, and societal impact.

**Job Summary**

We are seeking a skilled Technical Support Specialist to provide system-level pre and post-sales support for our customers. This role involves answering incoming customer calls, testing, troubleshooting, and remote technical support for our packet products.

**Key Responsibilities**

  • Answer incoming calls from global customers, document, validate, and capture information to facilitate technical investigations
  • 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 as required
  • Recover information necessary to escalate reported issues to senior engineers
  • Utilize debug tools and lab research to advance customers' technical problems
  • Provide customer feedback to internal teams as appropriate
  • Contribute to the technical knowledge base (KCS)

**Requirements**

  • Bachelor's degree in a technical field (e.g. Engineering, Computer Science) from a four-year 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
  • Exposure to system-level troubleshooting on Layer 2/4 networks and associated DCN networks
  • Excellent communication skills with the ability to communicate in the English language both verbally 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
  • Knowledge of computers, data communications, LINUX, databases, and/or IP network experience would be beneficial
  • Experience with network management systems would be beneficial
  • Ability to deal with stressful situations

**What We Offer**

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.

**Salary**: $80,000.00 per month

**Language**: English (required)

**Ability to Commute**: 06500, De México, Tlax. (required)

**Ability to Relocate**: 06500, De México, Tlax.: Relocate before starting work (required)

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