[Hiring] Associate, Global Technical Support @Ciena

Role Description

Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport and/or switching protocols is essential.

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On-call duty includes evenings and weekends.
• Provide on-site support to Customers where required.
• Communicate with Design and Supply Chain on problems/issues found in the field.
• 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.
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS).
• Train newly hired Technical Support Engineers.
• Perform other duties as assigned.
• Perform a Customer Lead Engineer role for specific customers.
• Resident Engineering functions on-site or remote.
• Travel to customer sites and Ciena locations globally.

Qualifications

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience.
• Basic knowledge of the operation of fiber optic transport and/or switching equipment.
• Experience in a technical support role with an equipment vendor in the Telco industry.
• Proven problem-solving experience and expertise.
• Problem-solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
• Basic knowledge of OTN and related technology.
• CE-A (Carrier Ethernet-Associate) certification.
• OC-A (Optical Communications-Associate) certification.

Requirements

• Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel.
• Ability to analyze, troubleshoot and resolve problems.
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
• A working knowledge of transport and switching systems for telecommunications applications and Optical Networking.
• Experienced with various types of test equipment for optical and protocol testing.
• Experience with system level troubleshooting on fiber optic telecommunications transport and switching equipment.
• Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts.
• Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in an IP network.
• Good abilities to build relationships and strong Customer focus.
• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution.
• Ability to deal with stressful situations with colleagues and customers.
• Must have the ability to communicate effectively in English language both verbal and written.

Company Description

Ciena is committed to a people-first approach, focusing 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.