Senior Network Recovery Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address critical customer issues and engage directly with clients to restore service-affecting situations.

• Diagnose and resolve network outages utilizing Ciena optical networking and/or routing and switching solutions.

• Collaborate with colleagues to tackle intricate network challenges and provide technical support.

• Record troubleshooting steps, actions undertaken, and resolutions achieved.

• Generate preliminary and interim root cause analysis documentation for both internal and external stakeholders.

• Participate in rotational on-call weekend support approximately once every 4–6 weeks.

• Contribute to lessons learned and best practices initiatives aimed at enhancing network recovery results.

⛳️ Requirements

• Proficient in Ciena optical networking and/or routing and switching products, including techniques for network recovery.

• Capable of analyzing and resolving network outages in high-stress environments with strict recovery targets.

• Skilled in articulating technical information both verbally and in writing to customers and internal teams.

• Able to work autonomously on outage recovery while collaborating on complex incidents.

• Detail-oriented with the ability to prioritize tasks effectively.

• Minimum of 4 years of experience in a Ciena technical support role or equivalent experience with Ciena equipment in operational networks.

• Background in technical writing for the creation of comprehensive root cause analysis reports.

• Experience engaging in technical discussions at the executive level.

• Relevant certifications or qualifications related to Ciena products.

• Experience in recovering networks from complex scenarios involving multiple nodes and causes.

• Familiarity with mentoring others in technical skills and customer interaction.

• Ongoing commitment to product enhancement (DFO/DFS).

• Fulfillment of all criteria set for the Senior Associate level.

🏝️ Benefits

• Eligibility for discretionary incentive bonuses for Non-Sales personnel.

• Sales commission eligibility for Sales personnel.

• Comprehensive medical, dental, and vision insurance plans.

• 401(K) (USA) and DCPP (Canada) with company matching contributions.

• Employee Stock Purchase Program (ESPP).

• Employee Assistance Program (EAP).

• Paid company holidays.

• Paid sick leave.

• Vacation time.

• Paid Family Leave and other forms of leave.

• Opportunities for personal and professional development.

• Flexible work arrangements.

• A workplace that promotes employee growth and well-being.