As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We're a technology company that leads with our humanitydriving our business priorities alongside meaningful social, community, and societal impact.
As an Associate, Global Technical Support, this role strengthens Ciena's commitment to delivering exceptional customer experiences by providing critical technical expertise across global networks. It offers the opportunity to solve complex challenges, collaborate with crossfunctional teams, and directly contribute to the reliability and performance of customer deployments.
How You Will Make An Impact
- Provide advanced remote technical support for Ciena products, including during 24x7 oncall rotations
- Manage technical support cases end to end with clear ownership and timely resolution
- Support customer maintenance windows and perform onsite activities when required
- Investigate issues using lab environments, debug tools, and crossfunctional collaboration
- Escalate complex incidents to senior engineering teams with complete diagnostics
- Create and validate Method of Procedure (MOP), Installation Service Bulletin (ISB), and Field Service Bulletin (FSB) documentation
- Contribute to knowledge sharing, including training new Technical Support Engineers
The Must Haves
- Bachelor's degree in Electronics, Communication Engineering, Computer Science, or related field
- 35 years of experience in telecommunications technical support
- Handson expertise with fiber optic transport systems including Dense Wavelength Division Multiplexing (DWDM), Automatically Switched Optical Network (ASON), Open Shortest Path First (OSPF), and related technologies
- Knowledge of Optical Transport Network (OTN) and optical Data Communications Networks (DCN)
- Strong troubleshooting skills across optical transport technologies and carrier Ethernet protocols
- Proven experience supporting customers in highavailability environments
- Strong verbal and written communication skills in English
Nice To Haves
- Experience with coherent optical systems and flexiblegrid environments
- Familiarity with Raman amplification, Reconfigurable Optical AddDrop Multiplexers (ROADMs), and protection schemes
- Exposure to Multiprotocol Label Switching (MPLS), Border Gateway Protocol (BGP), and Autonomous System Boundary Router (ASBR) configurations
- Previous resident engineering or customer lead engineering responsibilities
- Experience developing technical documentation
- Global customer support experience with travel exposure
- Mentorship or team training experience
This role requires a hybrid work model. Candidates located within a reasonable distance of a Ciena office must be willing to work from the office 60% to 80% of the time
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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.
