[Hiring] Senior Associate, Global Technical Support @Ciena

Role Description

Provide technical expertise that helps customers maintain reliable network operations and resolve complex product issues. This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. The position supports CIENA products in remote and on-site environments, including participation in on-call coverage when required.

• Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
• Deliver on-site customer assistance when required.
• Communicate field issues and product concerns with Design and Supply Chain teams.
• Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.
• Perform root cause analysis for customer technical issues.
• Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.
• Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.

Qualifications

• Education: Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university.
• Experience: 2+ years related experience or an equivalent combination of education and experience.
• Experience in a technical support role with an equipment vendor in the telecommunications industry.
• Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.
• Application of troubleshooting and problem resolution techniques.
• Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.
• Ability to communicate effectively in English, both verbally and in writing.

Requirements

• Experience with Element Management Systems or Network Management Systems.
• Utilization of optical and protocol test equipment.
• Application of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.
• Application of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.
• Ability to build customer relationships and maintain a customer-focused approach.
• Ability to contribute to or lead troubleshooting and problem resolution activities in a team environment.
• Ability to manage challenging situations with customers and colleagues.

Benefits

• Competitive compensation.
• 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.