As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.Ciena's Lab Management Engineering team requires a Lab Support Tech to provide daily support for ongoing lab support requests. The primary responsibility of the Lab Support Tech is to provide first level support to all local and remote customers (HW & SW design, Verification, Product Support..etc) of the Ciena labs. First level support includes addressing the Lab Issues support line/Email, Addressing In lab support requests and basic trouble shooting of Lab equipment including Infrastructure and equipment under design or testing.Key Duties:Provide support for all issues originating from the Lab user community. Issues will vary but in general should fall into one of the following categories. A clear understanding of these types of issues is requiredReconfigure Ciena Optical systems based on detailed information and/or drawings provided by System owners or Project primesInvestigation and resolution of Network infrastructure including Ethernet connectivity and terminal Server/serial port access on all lab equipmentInvestigation and resolution of basic Computing issues.Investigation and resolution Test equipment and Signal source issuesInstall Software on Ciena equipmentTrouble shoot and repair Failed Circuit packsProvide guidance to Lab user community on lab processesMaintain accurate records of specific details of all support requests.Required Skills and Education:2+ years of working in a R&D customer support organizationKnowledge of R&D lab environmentsCollege Diploma – Technician or equivalent work experience is desiredWorking knowledge of Ciena Optical ProductsWorking knowledge of tools such as JIRA and GEMSStrong troubleshooting skillsAble to work independently to complete daily tasks/prioritiesDetailed orientedStrong team playerAbility to work across different functional teamsCustomer OrientedPay Range:The salary range for this role in Ottawa is $63, 500 - $78, 100Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.Not ready to apply? Join our to get relevant job alerts straight to your inbox.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.Ciena is an Equal Opportunity Employer, including disability and protected veteran status.If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
