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**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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****Scope of Responsibilities**Provide system level pre & post-sales support for CIENA's Customer base.
This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA optical products.
An understanding of fiber optic transport and/or switching protocols is essential.
Experience with Element Management or Network Management systems would be an asset.
Basic understanding of data communications protocols including Ethernet and IP networks is beneficial.
**Specific Responsibilities**- Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation- Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.- Provide on-call duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.- Recover information necessary to escalate reported issues to senior engineers.- Utilize debug tools as well as lab research to advance customers' technical problems.- Provide Customer feedback to Internal teams as appropriate- Contribute to the technical knowledgebase (KCS)**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 related experience or equivalent combination of education and experience- Experience in a customer facing role would be an asset- Foundational knowledge of the operation of fiber optic transport and/or switching equipment.- Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities would be an asset.- Must have excellent communications skill with the ability to communicate in the **English **language both verbal and written- Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.- Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible- Customer-oriented mindset with a strong commitment to providing exceptional customer service