Technical Support Specialist
hace 1 mes
Ciena is a technology company that prioritizes its people-first philosophy, fostering a culture that empowers individual growth, well-being, and belonging. We're committed to building an environment where our employees feel respected, valued, and heard.
Job SummaryWe're seeking a skilled Technical Support Engineer-Packet to provide system-level pre and post-sales support for our customer base. This role involves answering incoming customer calls, testing, troubleshooting, and remote technical support for CIENA 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 when 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 knowledgebase (KCS).
- 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.
English (required)
Ability to Commute06500, De México, Tlax. (required)
Ability to Relocate06500, De México, Tlax.: Relocate before starting work (required)
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