Associate, Global Technical Support

SCOPE OF RESPONSIBILITIES
Provide system level pre & post- Customer base. This includes testing, troubleshooting and
remote technical support for CIENA products. A good understanding of the fiber optic transport
and/or switching protocols is essential. Knowledge and experience with personal computers,
Microsoft office suite of software. Basic expertise in data communications protocols including
Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be
beneficial. This position may also involve on-site day to day interaction with the customer
concerning all aspects of network planning, deployment and technical network issues and design.

SPECIFIC RESPONSIBILITIES
 Provide remote technical support (via telephone or online) on identified CIENA products
24x7 when required. On call duty includes evenings and weekends.
 Review with senior engineers, issues found in the field and assist Communication with
Design and Supply Chain on problems found
 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.
 Provide Customer feedback to Quality Assurance, Design, Product Management,
Technical Publications and Training.
 Contribute to publishing of MOP/ISB/FSB documents.
 Contribute to knowledgebase (KCS)
 Perform a Customer Lead Engineer roll for specific customers Resident Engineering
functions on-site or remote.
 Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

 Bachelor’s degree in technical field (e.g., Engineering, Computer Science) from a four -
year college or university with zero to three years of related experience or an equivalent
combination of education and experience
 Foundation knowledge of the operation of fiber optic transport and/or switching
equipment.
 Preferably has experience in a technical support role with an equipment vendor in the
Telco industry
 Basic problems solving experience with OTN/SONET/SDH equipment, Carrier Ethernet
equipment or associated fiber optic facilities.

CANDIDATE PROFILE
 Proficiency with various ‘office’ software applications including Microsoft Outlook,
Microsoft Word, and Excel
 Ability to analyze, trouble-shoot and resolve problems
 Motivated self-starter with excellent time management skills and an ability to work from
broad guidelines with minimal supervision
 An understanding of transport and switching systems for telecommunications
applications and Optical Networking
 Familiar with various types of test equipment for optical and protocol testing
 System level trouble shooting on fiber optic telecommunications transport and switching
equipment.
 Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet
protocols, and a general understanding of other Switching/transport concepts are
required.
 Knowledge of computers, data communications, UNIX SUN/Oracle and IP network
experience would be a benefit.
 Experience with network management systems would be beneficial
 Strong background in relationship building and Customer focus Team player
 Ability to deal with stressful situations
 Must have the ability to communicate in English language both verbal and written