Network Recovery Senior Associate

Accountabilities: Respond to critical customer cases, investigate service-impacting incidents, and restore network functionality using optical networking, routing, and switching technologies. Analyze complex network outages, identify underlying issues, and implement effective recovery solutions while meeting demanding service restoration objectives. Work directly with customers and internal technical teams to coordinate recovery activities, provide technical guidance, and resolve challenging incidents efficiently. Maintain detailed records of troubleshooting activities, corrective actions, and resolutions. Prepare initial and interim root cause analysis reports for internal stakeholders and external customers. Contribute to lessons-learned initiatives, technical best practices, and product improvement programs to strengthen network recovery processes and prevent recurring incidents. Support colleagues by sharing expertise, providing guidance on complex technical issues, and contributing to stronger customer engagement and troubleshooting practices. Participate in a rotational weekend on-call schedule approximately once every four to six weeks to support critical network recovery needs.

Requirements: At least four years of experience in a technical support role involving relevant networking products or equivalent experience maintaining these technologies in operational networks. Practical knowledge of optical networking, routing, switching, and network recovery techniques, with the ability to diagnose and resolve complex service interruptions. Demonstrated ability to troubleshoot network outages in high-pressure environments while meeting strict service restoration targets. Experience preparing detailed technical documentation and root cause analysis reports that clearly communicate findings, actions, and resolutions. Strong written and verbal communication skills, with the ability to explain technical issues effectively to customers, colleagues, and other stakeholders. Ability to take ownership of incident recovery while collaborating effectively with technical teams on complex cases. Excellent attention to detail, sound judgment, and the ability to prioritize competing demands during critical incidents. Experience participating in executive-level technical discussions, holding relevant networking certifications, or recovering networks involving multiple nodes and contributing causes is an asset. Experience mentoring colleagues, supporting customer engagement, and contributing to continuous product improvement initiatives is desirable.

Benefits: Competitive compensation based on experience, technical expertise, geographic location, and market conditions. Eligibility for discretionary incentive bonuses for non-sales employees, subject to applicable program terms. Comprehensive medical, dental, and vision benefits. Participation in a Canadian Defined Contribution Pension Plan (DCPP), including company matching. Access to an Employee Stock Purchase Program (ESPP), subject to eligibility. Employee Assistance Program (EAP) to support personal and professional wellbeing. Company-paid holidays, paid sick leave, vacation time, and applicable family and other leaves of absence. Opportunity to work remotely from Canada. Opportunities to deepen technical expertise, collaborate with experienced professionals, and contribute to ongoing learning and improvement. A workplace that values diversity, respects individual perspectives, and promotes collaboration, recognition, and professional growth.