Routing & Switching Support Engineer
City : Ottawa
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.
SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products.
Knowledge and experience with personal computers, Microsoft office suite of software.
Basic level expertise in data communications protocols including Ethernet and IP networks is required.
Experience with Element Management or Network Management systems would be an asset.
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
Proficiency with various software applications including Microsoft Outlook, Microsoft Word, and Excel
Ability to analyze, troubleshoot and resolve problems
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
Familiar with various types of test equipment for optical and protocol testing.
Exposure to 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
Experience with passive optical networks (PON)
Exposure to virtual systems (software ran on customer provided hardware)
Exposure to end to end solution designing (network architect)
Good abilities to build relationships and strong Customer focus skills
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
Must have the ability to communicate effectively in English language both verbal and written
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university
5-7+ years related experience or equivalent combination of education and experience
Experience in a technical support role with an equipment vendor in the Telco industry.
Problem solving experience and expertise in the areas of Carrier Ethernet equipment, optical equipment, or associated management networks and products is a plus
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.