Layer0/1/2 - Customer Response Expert
Ciena Corporation
4d ago

Responsibilities :

  • Use technology expertise and product knowledge to solve customer problems escalated to CRT
  • Coordinate with on-site support personnel to gain an in-depth understanding of issue and gather all necessary debug information
  • Work closely with R&D software and hardware teams to troubleshoot, debug, and root cause issues
  • Develop technical communications for customer consumption
  • Track customer defects and manage customer expectations
  • General Activities :

  • Installation, diagnosis, troubleshooting, and debugging of H / W, S / W & associated features of CIENA’s Packet Optical products
  • Training of 3rd level technical support and GPS & RTS
  • Support complex NE software patches, install, and upgrades
  • Customer conference calls on issues and product capabilities.
  • Collaboration with stakeholders :

  • Work closely with GPS and RTS teams providing engineering technical expertise
  • Coordinate with R&D software and hardware teams to troubleshoot, reproduce, and root cause issues
  • Provide technical communications to customers, field support teams, and product line management.
  • Areas of impact :

  • Lead CRT interface to customer
  • Manage customer expectations during issue investigation and resolution
  • Represent Ciena R&D at customer facing meetings.
  • Experience

  • Understand networking technologies and products i.e. SONET / SDH, DWDM, Ethernet and OTN.
  • Layer 2 Packet expertise i.e. MPLS, G.8032, E-Line, E-LAN, E-Tree
  • BE / B.Tech (EE / CS) Degree (MS OR M.Tech preferred) or equivalent experience
  • 6+ years of relevant experience
  • Rewarding experience. Meaningful outcomes.

    Making a difference in people's lives through design and implementation of leading network technologies. That's what motivates us.

    A distinct way to work

    Free thinking, free discussion, and collaboration are the norm. Expect more satisfying outcomes - both personal and professional.

    Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender or age.

    Ciena is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific needs / accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.

    Information received relating to any specific needs / accommodation measures will be addressed confidentially.

    What you can expect from us

  • You will receive notification of your successful application
  • Successful applicants will be contacted by Talent Acquisition for an initial discussion
  • If suitable you will be considered for the short list and our formal interview process
  • Apply
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