Senior Associate, Global Technical Support
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Job Description
Senior Associate providing technical support for CIENA’s customers. Involves troubleshooting, remote support, and on-site assistance for fiber optic and telecommunications equipment.
Responsibilities:
- Provide system level post-sales support for CIENA’s Customer base
- Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required
- Provide on-site support to Customers where required
- Communicate with Design and Supply Chain on problems / issues found in the field
- Utilize debug tools as well as lab research to aid Customer’s technical problem
- Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback
- Create, review, validate and publish required MOP/ISB/FSB documents
- Contribute to knowledgebase (KCS)
- Train newly hired Technical Support Engineers
- Perform a Customer Lead Engineer role for specific customers
- Resident Engineering functions on-site or remote
- Travel to customer sites and Ciena locations globally
Requirements:
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science)
- 3 to 5 years related experience or equivalent combination of education and experience
- Basic knowledge of the operation of fiber optic transport and/or switching equipment
- Experience in a technical support role with an equipment vendor in the Telco industry
- Proven problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
- Basic knowledge of OTN and related technology
- CE-A (Carrier Ethernet-Associate) certification
- OC-A (Optical Communications-Associate) certification
- Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
- Ability to analyze, trouble-shoot and resolve problems
- Good abilities to build relationships and strong Customer focus
Benefits:
- Flexible work environment
- Professional development opportunities
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