Job Description
Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required, including evenings and weekends on call. Provide on-site support to Customers where required and communicate with Design and manufacturing on problems / issues found in the field. Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary 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 MOP/ISB/FSB documents. Contribute to knowledgebase (KCS) and mentor, train newly hired as well as advancing Technical Support Engineers. Performs other duties as assigned and travels to customer sites and Ciena locations globally as required.
About Ciena
Ciena is the global leader in high-speed connectivity, committed to a people-first approach and prioritizing a flexible work environment.