Global Technical Support

hace 4 semanas

Mexico City Mexico Ciena Mexico S.A. de C.V. 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 Network Management products.An understanding of Element Management or Network Management systems is required. Basic understanding of data communications protocols includingEthernetandIPnetworkswould be beneficial.An understanding of fiber optic transport and/or switching protocols is an asset.ExperiencewithLinuxanddatabasesystemswouldbe beneficial.

Specific Responsibilities

Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation

Respond to customer inquiries and provide remote technical support for issues related to our network management products promptly and professionally via various communication channels (phone, email, chat). 

Troubleshoot and resolve platform issues,performance issues, and configuration problems in a timely manner. 

Provideon-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. 

ProvideCustomerfeedbackto Internal teams as appropriate

Contributeto the technical knowledgebase(KCS)

Education and Experience

Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year collegeoruniversitywithzerotothreeyearsrelatedexperienceorequivalentcombinationof education and experience

Experienceinacustomerfacingrolewould be an asset

Foundational knowledge of network management systems, network protocols (e.g., SNMP), and performance monitoring tools.

Basicproblem-solving experiencewithOperating Systems, databases and microservice knowledge would be an asset.

Candidate Profile

Must have excellent communications skill with the abilitytocommunicatein the English languagebothverbalandwritten

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

Abilitytoanalyze,troubleshootandresolveproblems

Motivatedself-starterwithexcellenttimemanagementskillswith a willingness and ability to learn new concepts

Anunderstandingoftransportandswitchingsystemsfortelecommunicationsapplicationsand Optical Networking

Knowledgeofcomputers,datacommunications,LINUX, Databases andIPnetworkexperience would be a benefit.

Abilitytodealwithstressfulsituations 
#LI-SG

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.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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