Associate, Global Technical Support

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.

Associate, Global Technical Support (P1)

SCOPE OF RESPONSIBILITIES

Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and / or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.

SPECIFIC RESPONSIBILITIES

Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. On call duty includes early morning hours and weekends.

Should efficiently take case handover from NA team and provide handover to India team.

Review with senior Engineers issues found in the field and assist Communication with Design and Supply Chain on problems found

Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident / issue to senior engineers. Escalation may eventually include Engineering / Design, Product / Project Management, Documentation, or Training

Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training

Contribute to publishing of MOP / ISB / FSB documents.

Contribute to knowledgebase (KCS)

Perform a Customer Lead Engineer roll for specific customers

Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to five years related experience or equivalent combination of education and experience

Foundation knowledge of the operation of fiber optic transport and / or switching equipment.

Preferably has experience in a technical support role with an equipment vendor in the Telco industry.

Basic problem solving experience with DWDM / OTN equipment.

CANDIDATE PROFILE

Good foundation knowledge of DWDM / OTN / Fiber Optics and a general understanding of other Switching / transport concepts are required.

System level trouble shooting on fiber optic telecommunications transport and switching equipment

Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision

An understanding of transport and switching systems for telecommunications applications and Optical Networking

Familiar with various types of test equipment for optical and protocol testing

Experience with network management systems would be beneficial

Strong background in relationship building and Customer focus

Team player and Flexible to work anytime.

Ability to deal with stressful situations

Must have the ability to communicate in English language both verbal and written

LI-SM #LI-Remote #LI-Hybrid

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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.