Jobs
>
Ottawa

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

    Ciena
    Ciena Ottawa, Canada

    Found in: beBee S2 CA - 3 weeks 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 our Talent Community to get relevant job alerts straight to your inbox.

    SCOPE OF RESPONSIBILITIES

    Become a proactive member of Packet Optical Global Product Centre of Excellence. As a product Expert, responsibilities include consultation with the CoE support organization, analyzing customer issues and provide product enhancement and supportability requirements to the CPO (Packet Optical) product development cycle. Enhance the customer experience by advocating for product quality and supportability requirements and provide training for the GCC (Global Customer Care) organization. Provide system and solution level post-sales support for CIENA's Customer base. This includes testing, troubleshooting, on site and telephone technical support for CIENA products. A strong understanding of the fiber optic transport and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.


    SPECIFIC RESPONSIBILITIES

    • Provide expert level technical consultation to the GCC organization when requested.
    • Provide input to the Ciena PLC (product Life Cycle) process as a GCC prime as required.
    • Connect with Design and manufacturing on problems / issues found in the field.
    • 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).
    • 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.

    REQUIRED SKILLS

    • 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.
    • Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.
    • Full grasp of Optical Networking and packet knowledge based on the role.
    • Proficient with various types of test equipment for optical and protocol testing.
    • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
    • Extensive Knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet with niche knowledge in some products and application of the technology.
    • 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.
    • Ability to take care of stressful situations with colleagues and customers.
    • 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.
    • Work in a collaborative environment and promote the sharing of knowledge and experiences.
    • Excellent oral and written communication skills.
    • Must be punctual and able to accept continuous unusual work hours, typically, at very short notice.

    REQUIRED EXPERIENCE

    • 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 the operation of fiber optic transport and/or switching equipment.
    • In depth knowledge and experience with SONET/SDH ring transmission equipment, Carrier Ethernet enterprise equipment and associated fiber optic facilities.
    • Experience with OTN technology and its application to Ciena equipment.
    • Several years of experience in a technical support role with an equipment vendor in the Telecommunications industry.
    • Experience as a technical lead on specific projects or issues
    • Problem solving experience.
    • Fundamental understanding of Telecommunications industry
    • Clear understanding of Technical Support industry and the application within Ciena.
    • CE-P (Carrier Ethernet-Professional) certification.
    • OC-P (Optical Communications-Professional) certification.

    #LI-JD

    Not ready to apply? Join our Talent Community to 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.
  • Aversan Inc

    Field Support Engineer

    Found in: Jooble CA O C2 - 3 days 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 ...

  • Rewind

    Customer Support Engineer

    Found in: Jooble CA O C2 - 2 hours ago

    Rewind Ottawa, ON, Canada

    Full-time · Company Description · 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. · About Rewind · Rewind is a service that protects the critical data that po ...

  • Fortinet

    Technical Support Engineer

    Found in: Talent CA C2 - 2 weeks 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

    Found in: Talent CA C2 - 4 days ago

    Fortinet Ottawa, Canada Full time

    The Technical Support Engineer will provide product support for Fortinet's FortiNAC solution. A challenging and satisfying opportunity for a highly motivated customer centric individual to work in a multi-tiered support team assisting customers with "FortiNAC" questions, configur ...

  • Juniper Networks

    Technical Support Engineer

    Found in: Talent CA C2 - 2 weeks 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 ...

  • Thrive Networks Inc

    Staff Technical Support Engineer

    Found in: Jooble CA O C2 - 3 days 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

    Found in: Jooble CA O C2 - 2 days 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 ...

  • Fortinet

    Technical Support Engineer- Edr

    Found in: Talent CA C2 - 3 weeks ago

    Fortinet Ottawa, Canada Full time

    As a FortiEDR Technical Support Engineer, you will be part of the top-notch technical support organization, working alongside our global exceptional team of professionals in Engineering, QA, Security, and Product Support. You will be working as an integral part of the Support tea ...

  • Fortinet

    Support Engineering Manager, On Demand Labs

    Found in: Talent CA 2 C2 - 1 day ago

    Fortinet Ottawa, Canada

    · Fortinet is looking for a Support Engineering Manager to join a high-performing product engineering team specialized in design and development of enterprise grade security products. They will work closely with infrastructure, security, operations and development teams to provi ...

  • Groupe ABS

    Environmental Team lead

    Found in: Zoho Direct Apply - 3 days ago

    Groupe ABS Ottawa, Canada

    La description français suit la description anglaise · Job summary · Step into the vibrant world of ABS as the environmental team lead, guided by our spirited Ontario's regional director Ignite synergy among project heads and managers, ensuring brilliant results and satisfied cli ...

  • Thales

    DSEF - Senior Software Specialist

    Found in: Indeed CA C2 - 37 minutes ago

    Thales Ottawa, Canada Full time

    Location: Ottawa 1 Chrysalis, Canada · In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, ...

  • Thales

    DSEF Services

    Found in: Indeed CA C2 - 38 minutes ago

    Thales Ottawa, Canada Full time

    Location: Ottawa, Canada · In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our archite ...

  • Actalent

    Compliance Engineer

    Found in: Talent CA C2 - 6 days ago

    Actalent Ottawa, Canada Contract to Regular

    JOB DESCRIPTION Compliance Engineer / EMC Engineer · Actalent is looking for a full-time Sr. Electromagnetic Compatibility / EMC Engineer to support our client in Kanata that focuses on high-speed telecommunications equipment networking. This role is onsite in Ottawa. · JOB R ...

  • Groom & Associates(és)

    Senior Mechanical Engineer

    Found in: Appcast CA C2 A - 1 day ago

    Groom & Associates(és) Ottawa, ON, Canada

    Senior Mechanical Engineer · This company delivers products and services into the naval and military defence and transport markets alongside performing specialist research and providing services, including training and product support. · In the maritime domain, this company's e ...

  • Morson Talent (Canada & USA)

    Electrical Engineering Team Leader

    Found in: Appcast CA C2 A - 1 day ago

    Morson Talent (Canada & USA) Ottawa, Canada

    Morson Canada is seeking an Electrical Engineering Team Leader in Ottawa, ON to join our client in the Defence industry. Reporting to the Senior Engineering Manager, Land Systems, this role will supervise a team of engineers to efficiently support the delivery of bids, installati ...

  • Groom & Associates(és)

    Senior System Engineer

    Found in: Appcast CA C2 A - 1 day ago

    Groom & Associates(és) Ottawa, ON, Canada

    Senior System Engineer · This company delivers products and services into the naval and military defence and transport markets alongside performing specialist research and providing services, including training and product support. · In the maritime domain, this company's engin ...

  • Myticas Consulting

    Global Government Service Desk Engineer

    Found in: Appcast CA C2 A - 2 days ago

    Myticas Consulting Ottawa, Canada

    Global Government Service Desk Engineer · Format: Perm/FTE · Hybrid role: Combination of working from home and working from Ottawa office · *(Clearable – Secret) Successful candidate must attain a Secret Level security clearance as issued by Public Services and Procurement Canada ...

  • TÜV SÜD

    electrical / product safety engineer

    Found in: Appcast CA C2 A - 2 days ago

    TÜV SÜD Ottawa, Canada

    TÜV SÜD Hiring for ELECTRICAL /PRODUCT SAFETY ENGINEER for Ottawa ON Canada Location · Please find the job description below for your reference and if interested request you to send me your updated resume · Title: ELECTRICAL SAFETY ENGINEER · Duration: Full Time Employment · Lo ...

  • Zilker Partners

    DevOps Manager

    Found in: Appcast CA C2 A - 19 hours ago

    Zilker Partners Ottawa, Canada

    Our client is in search of an adept DevOps Team Lead to join their technology team. The ideal candidate will possess a robust background in Kubernetes, GitOps, Jenkins, and platform engineering. They will be tasked with guiding a team of DevOps engineers in delivering scalable, s ...

  • General Dynamics Mission Systems–Canada

    Product Engineer, Intermediate

    Found in: Appcast CA C2 A - 1 day ago

    General Dynamics Mission Systems–Canada Ottawa, Canada

    At General Dynamics Mission Systems–Canada, our focus extends beyond engineering technology solutions—we are dedicated to cultivating careers. Our mission is to establish a workplace that thrives on diversity, where your beliefs, cultural background, experiences, and ideas are va ...