Senior Associate, Global Technical Support - NMS

How You Will Contribute

• Provide system-level pre and post-sales support for Ciena’s global customer base, focusing primarily on network management systems.
• Test, troubleshoot, and deliver remote technical support for Ciena products, ensuring seamless functionality and customer satisfaction.
• Collaborate with customers on-site or remotely to address network planning, deployment, and technical network issues, offering expert guidance on design and optimization.
• Manage technical support cases/tickets from initiation to resolution, ensuring timely and effective solutions.
• Utilize debugging tools and lab research to diagnose and resolve technical issues, escalating complex problems to senior engineers when necessary.
• Contribute to the development of Method of Procedure (MOP), Internal Service Bulletin (ISB), and Field Service Bulletin (FSB) documents.
• Serve as the Customer Lead Engineer for specific accounts, performing resident engineering functions and traveling globally as required.
  

The Must Haves

• Bachelor’s degree in a technical field such as Electronics and Communications Engineering, Computer Science, Computer Engineering, or Information Technology.
• 3-5 years of relevant experience in telecommunications or IT, with a strong technical background.
• Proficiency in Linux Red Hat operating systems, including installation and maintenance of Linux-based servers or network management systems.
• Solid understanding of Dockers, Containers, APIs, and SQL.
• Ability to analyze, troubleshoot, and resolve complex technical issues independently.
  

Nice To Haves

• Experience in a technical support role with a telecommunications equipment vendor.
• Knowledge of server log analysis, Python scripting, and SQL database management.
• Familiarity with network management systems, packet networking, and IP routing protocols (e.g., IPV4, IPV6, OSPF).
• Expertise in fiber optic telecommunications transport and switching equipment.
• Strong communication skills in English, both verbal and written, with proficiency in Microsoft Office applications.
• Self-motivated and capable of working independently or outside traditional office settings.
  

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