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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support for CIENA products, including troubleshooting across Layer 2/4 networks and effective communication with customers and cross-functional teams. Proficient in creating and managing technical documentation and utilizing various software applications for problem resolution.
Highest-signal resume keywords
Technical Support ExperienceLayer 2/4 Network TroubleshootingElement Management SystemsOptical and Protocol Test EquipmentBachelor’s Degree in Engineering or Computer Science
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting TechniquesRoot Cause AnalysisLayer 2 TechnologiesLayer 3 TechnologiesSystem-Level Troubleshooting
Soft Skills
Effective CommunicationCustomer Relationship ManagementTeam CollaborationProblem ResolutionCustomer-Focused Approach
Tools & Technologies
Microsoft OutlookMicrosoft WordMicrosoft ExcelNetwork Management SystemsDebug Tools
Industry Keywords
TelecommunicationsCIENA ProductsMOP DocumentationKnowledgebase ContributionDCN Networks
Tech Stack
Tools & technologiesSwitching
About the role
Key responsibilities & impact- Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required
- Deliver on-site customer assistance when required
- Communicate field issues and product concerns with Design and Supply Chain teams
- Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information
- Perform root cause analysis for customer technical issues
- Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback
- Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase
- Support CIENA products in remote and on-site environments
Requirements
What you’ll need- Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university
- 2+ years related experience or an equivalent combination of education and experience
- Experience in a technical support role with an equipment vendor in the telecommunications industry
- Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications
- Application of troubleshooting and problem resolution techniques
- Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks
- Ability to communicate effectively in English, both verbally and in writing
- Experience with Element Management Systems or Network Management Systems
- Utilization of optical and protocol test equipment
- Application of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP
- Application of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS
- Ability to build customer relationships and maintain a customer-focused approach
- Ability to contribute to or lead troubleshooting and problem resolution activities in a team environment
- Ability to manage challenging situations with customers and colleagues
Benefits
Comp & perks- Development opportunities
- Flexible work arrangements
- Medical, dental, and vision plans
- 401(K) (USA) and DCPP (Canada) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company-paid holidays
- Paid sick leave
- Vacation time
- Paid Family Leave and other leaves of absence
- Discretionary incentive bonus eligibility for non-sales employees