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Technical Support Engineer-Packet

hace 1 mes

Xico, México Ciena A tiempo completo

Ciena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual growth, well-being, and belonging. Our teams enjoy a flexible work environment that allows for personalized development and a strong sense of community.

**Job Summary**

We are seeking a skilled Technical Support Engineer-Packet to provide system-level pre & post-sales support for our customer base. This includes answering incoming customer calls, testing, troubleshooting, and remote technical support for CIENA packet products.

**Key Responsibilities**

- Answer incoming calls from our global customers and 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)

**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 with system-level troubleshooting on Layer 2/4 networks and associated DCN networks.
- Must have excellent communication skills 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
- 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

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.

**Language**:

English (required)

Ability to Commute:

06500, De México, Tlax. (required)

Ability to Relocate:

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