City : Ottawa, Ontario, Canada

Category : Global Customer Care

Industry : Telecommunications

Employer : Ciena

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.

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Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.

• We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.

• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.

• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.

• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.

• We realize time away to recharge is important.  We offer flexible paid time off!

• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to Director, Global Technical Support, as the Senior Consultant, Global Technical Support, you will provide system level post-sales support for CIENA's customer base. This includes testing, troubleshooting and remote technical support for CIENA products. 

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.

• 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. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training

• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.

• Create, review, validate and publish required MOP/KB/FSB documents describing solutions and procedures

• Contribute to knowledgebase.

• Performs other duties as assigned

• Assist with complex network designs/topology and supportability of said network design/topology

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.

• A customer first mentality – what’s important to the customer is also important to you.

• Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.

• Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.

• The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.

• Relationship builder – with a proven ability to influence at all levels, you’re able to quickly develop trusted connections and get work done through others.

• A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s /Masters' degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university

• 10-12+ years related experience or equivalent combination of education and experience

• Experience in a technical support role with an equipment vendor in the Telco industry.

• Knowledge and experience with personal computers, Microsoft office suite of software. 

• Expertise in data communications protocols including Ethernet and IP networks is required.

• Proficiency with various software applications including Microsoft Outlook, Microsoft Word, and Excel

• Ability to analyze, troubleshoot and resolve problems

• Familiar with various types of test equipment for optical and protocol testing.

• Experience with system level troubleshooting on Layer 2/4 networks and associated DCN networks.

• L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP

• L3: IPv4 and IPv6 routing (basic understanding), Routing protocols – OSPF, IS-IS, MP-BGP, MPLS-TP and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS

• Familiar with Linux OS and Kubernetes

• Expertise with passive optical networks (PON)

• Exposure to virtual systems (software ran on customer provided hardware)

• Expertise to end to end solution designing (network architect) 

Assets:

• Experience with Element Management or Network Management systems would be an asset.

• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.

• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution

• Ability to deal with stressful situations with colleagues and customers

• Problem solving experience and expertise in the areas of Carrier Ethernet equipment, optical equipment, Passive Optical Networks, or associated management networks and products is a must

• Expertise in network validation and design

• Strong abilities to build relationships and strong Customer focus skills

• Must have the ability to communicate effectively in English language both verbal and written

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Compensation and Benefits

The annual pay range for this position in Canada is 78,400 - 125,200 CAD

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.