Specialist, Global Technical Support
Core
Provide on-site technical support, troubleshooting, and escalation for Ciena's high-speed connectivity products and fiber optic telecommunications equipment.
Role type
Senior IC technical support specialist (telecommunications)
Builds
Customer support knowledgebase, technical documentation, and incident resolution for enterprise clients
Domain
Telecommunications, Fiber Optics, DWDM, Carrier Ethernet
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Post-sales support, network design tools, network management software, SONET/SDH, OTN, Carrier Ethernet, Interior Gateway Protocols, TCP/IP, Photonics, DWDM, UNIX, LINUX, VXworks, Oracle, MySQL, test equipment, Restful APIs, websockets, python scripting, Swagger, postman
Technologies
OnePlanner, Optical Modeler, One Control, OMEA, MCP, OME 6500, Waveserver, RLS, CPL, OM 5200, UNIX, LINUX, VXworks, Oracle, MySQL, traffic generators, OSA, OTDR, power meters
Responsibilities
Provide on-site technical support on covered Ciena products; Provide on-call support evenings and weekends for critical events; Establish and maintain a strong technical support relationship with assigned clients; Utilize debug tools and lab research to verify and resolve customer's technical problems; Diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment; Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports; Verify and report design, reliability and maintenance problems or defects to the engineering teams; Contribute to customer support knowledgebase; Work directly with the Customer's NOC to open and manage trouble tickets; Act as a technical consultant to other Technical Support functions and others in the company; Act as technical escalation path for regional support groups and peer engineers, if required
Seniority
Senior, hands-on IC
