Global Technical Support, Mexico City: Optical, Routing & Switching & NMS

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.

Optical / Routing & Switching / NMS Support Engineer - Global Technical Support

Location: Mexico City

On-Call: every 4-5 weeks

You will 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 isessential. Experience with Element Management or Network Management systems, with Linux and database systems. An understanding of data communications protocols including Ethernet and IP networks.

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 optical 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)
  

Education and Experience

• Bachelor's degree in technical field (e.g. Engineering, Communication and Electronic, Computer Science) from a four-year college or university with three to eight years related experience or equivalent combination of education and experience
  
• Experience in a technical support role with an equipment vendor or a telecommunication company.
  
• Foundational knowledge of the operation of fiber optic transport and/or switching equipment.
  
• Basic problem-solving experience with WDM/OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
  
• 2 to 4 years of experience in the operation of fiber optic transport and/or switching equipment.
  
• 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.
  
• Experience on Ciena 6500, 6500 RLS and/or Waveserver, 8700, 51xx, 39xx is an asset.
  
• Hands-on knowledge of Linux Operating Systems
  
• Knowledge of virtualized and cloud environments (VMware ESXi, OpenStack, Google Cloud Platform), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
  
• Understanding of Micro-Services software architectures
  
• Understanding of SDN and Network Management / Automation / Orchestration concepts
  
• Understanding of Security, Radius authentication, etc.
  
• Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.) would be an asset
  
  

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
  
• Motivated self-starter with excellent time management skills with a willingness and ability to learn new concepts
  
• An understanding of transport and switching systems for telecommunications applications and Optical Networking
  
• System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  
• Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.
  
• Experience with network management systems would be beneficial.
  
• Ability to deal with stressful situations.
  
• Good knowledge and experience of at least two of the following: OSPF, IS-IS, BGP, MPLS, L2VPN and L3VPN, Segment Routing, Ethernet VPN, PON.
  
• Knowledge of computers, data communications, LINUX, Databases and IP network
  

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