Global technical support, mexico city: optical, routing & switching & nms
apply locations mexico-mexico city-regus time type full time posted on posted 6 days ago job requisition id r023656
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 is essential. 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.
candidate profile
* must have excellent communications skills 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.
* 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 troubleshooting 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.
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.
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