Technical Support Specialist

hace 2 días

Xico, México Ciena A tiempo completo
Job Title: Global Technical Support Engineer

Ciena is committed to providing exceptional customer service and support to our global customers. We are seeking a highly skilled and motivated Technical Support Engineer to join our team.

Job Summary:

The Technical Support Engineer will provide system-level pre and post-sales support to our customers, including answering incoming calls, testing, troubleshooting, and remote technical support for Ciena's optical products. The ideal candidate will have a strong understanding of fiber optic transport and switching protocols, as well as experience with Element Management or Network Management systems.

Key Responsibilities:
  • Answer incoming calls from 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
  • Foundational knowledge of the operation of fiber optic transport and/or switching equipment
  • Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities would be an asset
  • 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
  • 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
About Ciena:

Ciena is 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.

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