Senior Associate Global Technical Support

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Routing and Switching Engineer - Senior Associate

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 packet products. Basic level expertise in data communications protocols including Ethernet and IP networks is required. An understanding of fiber optic transport and/or switching protocols would be an asset. Experience with Element Management or Network Management systems would be an asset.

Specific Responsibilities

• Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation
• Respond to customer inquiries and provide remote technical support for issues related to our Packet products promptly and professionally via various communication channels (phone, email, chat).
• Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.
• Provide occasional after-hours work to support customer business requirements.
• 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)
• Mentor newly hired Technical Support Engineers

Education and Experience

• Bachelor's degree in technical field (e.g., Engineering, Computer Science) from a four-year college or university with two to five years related experience or equivalent combination of education and experience in Routing & Switching.
• Experience in a customer support role
• Exposure to system level troubleshooting on Layer 2/4 networks and associated DCN networks.

• Familiarity with various types of test equipment for optical and protocol testing.
• L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP.
• L3: IPv4 and IPv6 routing (basic understanding), Routing protocols - OSPF, IS-IS, MP-BGP, MPLS-TP and MPLS-TE, L2VPN and L3VPN, Segment Routing, Ethernet VPN, Seamless MPLS, PON.

Candidate Profile

• 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.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment
• Ability to analyze, troubleshoot and resolve problems
• Good knowledge and experience of at least two of the following: OSPF, IS-IS, BGP, MPLS, L2VPN and L3VPN, Segment Routing, Ethernet VPN, PON.
• Motivated self-starter with excellent time management skills, troubleshooting mindset with a willingness and ability to learn new concepts.
• Knowledge of computers, data communications, LINUX, databases and/or IP network experience would be a benefit.
• A basic understanding of Service Provider or telecommunications network is a plus.
• Experience with network management systems would be beneficial
• Ability to deal with challenging circumstances.
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