Associate, Global Technical Support

Ciena; Belfast; Hybrid; GBP 30,000 - 60,000

Job description

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.

Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable. We offer unlimited paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

As an Associate, Global Customer Care, you’ll provide system level post-sales support for Ciena’s customer base, including testing, troubleshooting and remote technical support for Ciena products. You may also be involved in on-site day to day interactions with the customer concerning all aspects of network planning, deployment and technical network issues and design.

• You will provide remote technical support (via telephone or online) for identified Ciena products 24 x 7, as well as on-site support to customers when required.
• You will use debug tools as well as lab research to aid in the resolution of the customer’s technical problems, recovering information vital to call out the incident/issue to senior engineers, including Engineering/Design, Product/Project Management, Documentation, Supply Chain or Training.
• You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
• You will create, review, validate and publish required MOP/ISB/FSB documents, and add inputs to the knowledgebase (KCS).

What Does Ciena Expect of You?

Customer First – what’s important to the customer is important to you. You make getting things done a priority.

Initiative – You’re a self-starter who works with limited direction and is accountable for resolving issues quickly and delivering against aggressive deadlines.

Relationship Builder – you possess the know-how to build trusted, long-term relationships quickly.

Problem Solver – you have the ability to readily assess a customer’s requirements and technical issues and identify optimal solutions.

You embrace change – thriving in an environment of ever-changing, challenging, and often competing priorities.

The flexibility to work independently and as part of a broader team – you thrive in a team environment, but are comfortable working independently as required.

A savvy communicator – understanding how to tailor your communications and proposals accordingly to specific audiences to ensure your ideas recommendations are understood and well-received.

A commitment to learning – about Ciena’s products, competitor offerings and customer concerns.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university
• Basic understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required.
• Familiarity with virtualized and cloud environments (VMware ESXi, OpenStack, GCP), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
• Proven problem solving experience.
• Hands-on knowledge of Linux Operating Systems
• Fundamental understanding of Telecommunication industry.
• Proficiency with the Microsoft Office Suite of applications
• Ability to travel to customer sites and Ciena locations globally

Assets:

• Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.)
• Understanding of Micro-Services software architectures
• Database knowledge (Cassandra, MySQL), experience with messaging services (Kafka), experience with Monitoring Technologies (Nagios, Grafana)
• Understanding of SDN and Network Management / Automation / Orchestration concepts
• Understanding of Security, Radius authentication, etc.