Jobs
>
Ottawa

    Specialist, Global Product Support Engineering - Ottawa, Canada - Ciena Canada, Inc.

    Ciena Canada, Inc.
    Ciena Canada, Inc. Ottawa, Canada

    6 days ago

    Default job background
    Full time
    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.

    Not ready to apply? Join ourto get relevant job alerts straight to your inbox.

    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 important. We offer flexible 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:

    Reporting to Senior Manager, Global Technical Support. As Specialist, Global Technical Support, you will be responsible for becoming a proactive member of Packet Optical Global Product Centre of Excellence team. You will be responsible for working with GCC (Global Customer Care), design, and PLM to influence the product quality and support the GCC readiness for CIENA Optical Products. Specific Responsibilities include :

  • Provide expert level technical consultation to the GCC organization when requested.
  • Provide trend analysis on customer cases and drive improvements to the Ciena PLC (product Life Cycle) process.
  • Connect with Design and manufacturing on problems / issues found in the field and Drive DFS (Design for Serviceability)/ and DFO (Design for Operability) requirements in the products.
  • Use debug tools as well as lab research to aid Customer's technical problem. Recover information vital to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Create, review, validate and publish required Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
  • Expand and improve knowledgebase (KCS) technical content.
  • Mentor, train and advance newly hired Technical Support Engineers.
  • Travel to customer sites and Ciena locations globally if required.
  • Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
  • Perform other duties as assigned.

    • What Does Ciena Expect of You?

  • Initiative – you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
  • A customer first mentality – what's important to the customer is also important to you.
  • Agility – with an ability to flex between the strategic and tactical, you manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
  • Communication expertise – you possess the ability to tailor your message and ideas to the audience to ensure understanding and consensus.
  • The flexibility to work independently and as part of a broader team – you thrive in a team environment, are comfortable working independently, and know how to get things done in a virtual environment.
  • Relationship builder – with a proven ability to influence at all levels, you're able to quickly develop trusted connections and get work done through others.
  • A commitment to innovation – you keep abreast of competitive developments and are always keen to formulate new ideas and problem solve.

    • The Must Haves:

  • Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience.
  • Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
  • Strong knowledge understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
  • Proficiency with various 'office' software applications including Microsoft Outlook, Microsoft Word, and Excel.
  • Ability to analyze, trouble-shoot and resolve sophisticated problems.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal direction.
  • Proficient with various types of test equipment for optical and protocol testing.
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Knowledge of data communications, UNIX SUN/Oracle as well as experience working in an IP network.
  • Good abilities to establish relationship and build excellent Customer focus.
  • Great teammate that is ready to assist in, or lead, troubleshooting.
  • Willing to take ownership for complete problem resolution.
  • Work in a collaborative environment and promote the sharing of knowledge and experiences.
  • Must have the ability to communicate effectively in English language both verbal and written.
  • Excellent Customer service skills and the ability to work with customers on both technical and management levels.
  • Excellent oral and written communication skills.
  • Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

    • #LI-JD

    Not ready to apply? Join ourto get relevant job alerts straight to your inbox.

    At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
  • Thrive Networks Inc

    Technical Support Engineer

    2 hours ago

    Thrive Networks Inc Ottawa, Canada

    Will work from Ottawa office 3x per weekAbout Us · Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-cen ...

  • Aversan Inc

    Field Support Engineer

    1 week ago

    Aversan Inc Ottawa, ON, Canada

    LiveScan/Cardscan Installer · Aversan Inc . () is a reputable Engineering Company that provides expertise in Systems Integration and Software Testing for industries including Digital Health, Medical Devices, IT and Aerospace. We are currently seeking a qualified LiveScan/Cardsc ...

  • Templatedata

    Technical Support Engineer

    4 days ago

    Templatedata Ottawa, ON, Canada

    Technical Support Engineer Staff – Routing · Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sus ...

  • Fortinet, Inc.

    Technical Support Engineer

    1 hour ago

    Fortinet, Inc. Ottawa, Canada

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. · Job Responsibilities · Provide direct technical web and telephone support to Fortinet customers including: · Support and troubleshooting on the wireless and switc ...

  • Fortinet

    Technical Support Engineer

    8 hours ago

    Fortinet Ottawa, Canada Full time

    Join Fortinet, a cybersecurity pioneer with over two decades of excellence, as we continue to shape the future of cybersecurity and redefine the intersection of networking and security. At Fortinet, our mission is to safeguard people, devices, and data everywhere. We are currentl ...

  • Juniper Networks

    Technical Support Engineer

    6 days ago

    Juniper Networks Ottawa, Canada Full time

    Technical Support Engineer Staff – Routing · Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sust ...

  • Fortinet

    Technical Support Engineer

    6 days ago

    Fortinet Ottawa, Canada Full time

    Fortinet is looking for an experienced Technical Support Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. · The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and ...

  • Fortinet

    Technical Support Engineer

    3 days ago

    Fortinet Ottawa, Canada Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. · Job Responsibilities · Provide direct technical web and telephone support to Fortinet customers including: · Support and troubleshooting on the wireless and switc ...

  • Check Point Software Technologies Ltd.

    Advanced Support Engineer

    1 week ago

    Check Point Software Technologies Ltd. Ottawa, Canada Full time

    Why Join Us? · As the world's leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we've assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting ou ...

  • Fortinet

    Technical Support Engineer

    5 days ago

    Fortinet Ottawa, Canada Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. · Job Responsibilities · Provide direct technical web and telephone support to Fortinet customers including: · Support and troubleshooting on the wireless and switc ...

  • Fortinet

    Technical Support Engineer

    6 days ago

    Fortinet Ottawa, Canada Full time

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. · Job Responsibilities · Provide direct technical web and telephone support to Fortinet customers including: · Support and troubleshooting on the wireless and switc ...

  • Thrive Networks Inc

    Staff Technical Support Engineer

    1 week ago

    Thrive Networks Inc Ottawa, ON, Canada

    Will work from Ottawa office 3x per week · Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric app ...

  • Rewind

    Service Desk Support Engineer

    1 week ago

    Rewind Ottawa, ON, Canada

    Full-time · Rewind has moved to a hybrid model of work with our employees working from an office on Tuesdays and Wednesdays. Our office location in Ottawa is 333 Preston Street. · Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus ...

  • Templatedata

    Staff Technical Support Engineer

    1 week ago

    Templatedata Ottawa, ON, Canada

    Technical Support Engineer Staff – Routing · Do you ever use your smartphone, cable TV, WiFi, or NetFlix account and wonder how the giants in the communication industry like Verizon, AT&T, Amazon, Google, Telefonica, Telstra, SingTel, Telus, Bell, Rogers, and more – possibly sus ...

  • Hamilton Barnes Associates Limited

    Senior Network Support Engineer

    3 days ago

    Hamilton Barnes Associates Limited Ottawa, ON, Canada

    Join this dynamic team that provides cutting-edge networking solutions to a diverse range of clients, including NHS trusts, Housing Associations, and Councils. With projects ranging from £5-10 million, they pride themselves on their vendor-agnostic approach and commitment to deli ...

  • Fortinet, Inc.

    Staff Technical Support Engineer

    3 days ago

    Fortinet, Inc. Ottawa, ON, Canada

    Fortinet is looking for an experienced Technical Support Engineerto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. · The Support Engineer is an escalation point for Fortinet partners and will also interface with QA and ...

  • Fortinet, Inc.

    Staff Technical Support Engineer

    2 days ago

    Fortinet, Inc. Ottawa, ON, Canada

    Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team. · Provide direct technical web and telephone support to Fortinet customers including: · Support and troubleshooting on the wireless and switching range of Fortine ...

  • GHD

    Project Coordinator

    1 day ago

    GHD Ottawa, Canada

    **Project Coordinator - Geotechnical** · Join a global leader in professional services. We are committed to solving the world's greatest challenges in the water, energy and urbanization sectors. · The geotechnical team at GHD is proactive and dynamic and stands apart from its com ...

  • SNC-Lavalin

    Chargé(E) de Projets en Géotechnique

    1 week ago

    SNC-Lavalin Ottawa, Canada

    English will follow..._ · **Pourquoi rejoindre notre équipe ?** · Vous avez acquis ce qu'il faut en tant que professionnel en géotechnique, en plus de posséder d'excellentes capacités en gestion de projets? Vous êtes prêts à vous joindre à l'équipe de professionnels en géotechniq ...

  • NAV Canada

    System Analyst

    2 days ago

    NAV Canada Ottawa, Canada Full time

    Job Posting Title · System Analyst (Ottawa, Fulltime) · Job Category · Systems Engineering · Language Requirements · English / Anglais · Posting Start Date · Posting End Date · Job Grade · CS-3 · Pay Range · $95,754 - $117,909 · Job Summary · The System Analyst will support the d ...