Technical Support Specialist
12 hours ago
Ciena, a global leader in high-speed connectivity, is seeking a Technical Support Specialist to provide technical assistance to customers. This role involves working with customers to resolve technical issues and provide support for identified CIENA products.
- Provide remote technical support 24x7 when required, including on-call duties.
- Offer on-site support to customers where necessary.
- Communicate with Design and manufacturing on problems/issues found in the field.
- Utilize debug tools and lab research to aid customer technical issues.
- Recover information to escalate incidents or issues to relevant teams.
- 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).
- Mentor and train newly hired and advancing Technical Support Engineers.
This individual will need to be a self-starter who works with limited direction and is committed to delivering against aggressive deadlines. Strong communication expertise is also required to tailor your message and ideas to the audience.
Qualifications- Bachelor's degree in a technical field from a four-year college or university with 3-6 years related experience or an equivalent combination of education and experience.
- Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology, and Carrier Ethernet enterprise equipment and associated fiber optic facilities.
- Very knowledgeable about the operation of fiber optic transport and/or switching equipment.
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