[Hiring] Network Recovery Senior Associate @Ciena

Role Description

How you will make an impact:

• Respond to critical customer cases and engage directly with customers to restore service-impacting conditions.
• Troubleshoot and resolve network outages using Ciena optical networking and/or routing and switching products.
• Collaborate with team members to address complex network issues and provide technical guidance.
• Document troubleshooting activities, actions taken, and resolutions.
• Produce initial and interim root cause analysis documentation for internal and external use.
• Participate in rotational on-call weekend coverage approximately once every 4–6 weeks.
• Contribute to lessons learned and best-practice initiatives that improve network recovery outcomes.

Qualifications

• Application of Ciena optical networking and/or routing and switching products, including network recovery techniques.
• Ability to analyze and resolve network outages in high-pressure environments with stringent recovery objectives.
• Ability to communicate technical information verbally and in writing with customers and internal stakeholders.
• Ability to work independently on outage recovery efforts while collaborating on complex incidents.
• Attention to detail and ability to prioritize work effectively.

Requirements

• 4+ years of experience working in a Ciena technical support role or equivalent experience maintaining Ciena equipment in operational networks.
• Experience in technical writing for development of detailed root cause analysis reports.

Nice to haves

• Experience engaging in executive-level technical discussions.
• Certifications or qualifications related to Ciena products.
• Experience recovering networks from complex scenarios involving multiple nodes and causes.
• Experience mentoring others in technical expertise and customer engagement.
• Continuous focus on product improvement (DFO/DFS).
• Meeting all requirements established for the Senior Associate level.

Benefits

• 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.
• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence.