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New Grad, Global Technical Support, Mexico City: Optical, Routing & Switching, & NMS

Ciena
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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.

 

Location Mexico City - On-site/Hybrid after 6 months

On-Call: Every 4-5 weeks

Ciena is looking for a new grad telecommunications, IT or Electronic engineer to work in a technical support position.
 

Scope of Responsibilities

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 products.  An understanding of any of the following areas would be beneficial: Network Management systems, data communications protocols including Ethernet and IP networks or fiber optic transport and/or switching protocols.

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 network management products promptly and professionally via various communication channels (phone, email, chat).
  • Troubleshoot and resolve platform issues, 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).
  • Experience in a customer facing role would be an asset.
  • Experience in any of the following would be considered an asset:

Foundational knowledge of network management systems, network protocols (e.g., SNMP), and performance monitoring tools. Basic problem-solving experience with Operating Systems, databases and microservice knowledge Foundational knowledge of the operation of fiber optic transport and/or switching equipment.  Basic problem-solving experience with OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities. Exposure with system level troubleshooting on Layer 2/4 networks and associated DCN networks.
 

Candidate Profile

  • Must have excellent communications skill 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. 
  • Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible.
  • 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
  • Knowledge of computers, data communications, LINUX, Databases and IP network experience would be a benefit.
  • Ability to deal with stressful situations.


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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.