Specialist, Global Technical Support

Provide on-site technical support on covered Ciena products. Provide on-call support evenings and weekends for critical events. Establish and maintain a strong technical support relationship with assigned clients. Utilize debug tools as well as lab research to verify and resolve customers technical problems and, if necessary, gather the information necessary to escalate the incident or issue to GPS. Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment. Work with Quality Assurance, Development, Product Management, Technical Publications, and Training to provide customer feedback. Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports. Verify and report design, reliability and maintenance problems or defects to the engineering teams and communicate with engineering and manufacturing on problems found in the field. Contribute to customer support knowledgebase. Work directly with the Customers NOC to open and manage trouble tickets. Act as a technical consultant to other Technical Support functions and others in the company. Act as technical escalation path for regional support groups and peer engineers, if required.

Up to 50% travel required. May telecommute from anyw in the United States.