Network Recovery Senior Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Network Recovery Senior Associate based in Canada.

Overview

Join a global technology environment dedicated to maintaining reliable, high-performance connectivity across complex telecommunications networks. As a Network Recovery Senior Associate, you will play a critical role in resolving network outages and restoring customer services quickly and effectively. You will leverage your expertise in optical networking, routing, and switching technologies to troubleshoot complex technical incidents and minimize service disruptions. Working closely with customers and technical teams, you will provide clear guidance, document recovery efforts, and contribute to root cause analysis. This role offers the opportunity to tackle challenging network issues, share technical knowledge, and influence continuous product and process improvements. If you thrive under pressure and are passionate about network reliability and customer success, this opportunity offers meaningful technical impact in a collaborative, remote-first environment.

Accountabilities

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

Requirements

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

Benefits

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