Support Analyst guiding users of SAP Ariba and other solutions in Spanish, English, and Portuguese. Creating materials to facilitate user adoption and resolving technical inquiries on demand.
About the role
- Technical Support Associate providing advanced post-sales support for Ciena networking systems. Analyzing technical issues and collaborating with global teams for effective solutions.
Responsibilities
- Provide advanced post‑sales technical support for Ciena networking systems through remote and on‑site engagement
- Analyze, troubleshoot, and resolve complex issues across Optical Transport Network (OTN), Synchronous Optical Network (SONET)/Synchronous Digital Hierarchy (SDH), Dense Wavelength Division Multiplexing (DWDM), and related transport technologies
- Conduct in‑depth lab investigations and apply diagnostic tools to isolate and escalate issues when needed
- Collaborate cross‑functionally with Engineering, Quality Assurance, Product Management, Technical Publications, and Training teams to channel customer insights and support product improvements
- Prepare, validate, and publish customer‑facing documentation, bulletins, and knowledge‑base content
- Act as Customer Lead Engineer for designated accounts, fostering strong technical relationships
- Support global customer deployments, including travel as required
Requirements
- Bachelor’s degree in Engineering, Computer Science, or a related technical field, plus 2–6 years of relevant experience
- Proven experience in technical support for telecommunications transport or switching systems
- Strong knowledge of optical transport technologies including Optical Transport Network (OTN), Dense Wavelength Division Multiplexing (DWDM), and SONET/SDH
- Demonstrated ability to diagnose system‑level issues using optical and protocol test equipment
- Hands‑on expertise with network protocols including Ethernet and IP
- Proficiency with Microsoft Office applications
- Strong analytical, communication, and customer‑focused skills
Benefits
- flexible work environment
- individual growth
- well-being
- belonging
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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