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.
How You Will Contribute:
Reporting to the Senior Manager, Global Technical Support the ideal candidate will be responsible for:
- Providing 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/if required.
- Communicate with Design and PLM on problems/issues found in the field. Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training.
- Contribute to knowledgebase (KCS).
- Performs other duties as assigned.
The Must Haves:
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university or combination of education and experience.
- Experienced in a technical support role would be desired.
- Excellent Customer Support skills.
- Experience with Linux/Unix, SUN/Oracle systems is essential.
- Proficiency and experience with personal computers, and Microsoft office suite of software is needed.
- Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks would be an asset.
- An understanding of the fiber optic transport and/or switching protocols would be an asset.
Assets:
- Experience with Element Management or Network Management systems is helpful.
- Hands-on knowledge of Linux Operating Systems
- Knowledge of virtualized and cloud environments (VMware ESXi, OpenStack, GCP), cloud-based application deployment techniques and container services (Docker, Ansible, etc.)
- Domain knowledge of Restful APIs, websockets, python scripting and other open-source systems and tools (Swagger, postman etc.)
- Understanding of Micro-Services software architectures
- Database knowledge (Cassandra, MySQL), experience with messaging services (Kafka), experience with Monitoring Technologies (Nagios, Grafana)
- Understanding of SDN and Network Management / Automation / Orchestration concepts
- Understanding of Security, Radius authentication, etc.
- Fundamental understanding of Telecommunication industry
#LI-BS1
Pay Range:
The annual pay range for this position is $63,100 - $100,900.
Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a 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. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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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.
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What We Do
Ciena (NYSE: CIEN) is a global leader in networking systems, services, and software. We build the world’s most adaptive networks to enable our customers to deliver richer, more connected experiences for all users. At our core, Ciena is a company rooted in people. We prioritize deep, collaborative relationships within our teams and alongside our customers, partners, and communities around the world. For three-plus decades, we’ve brought our humanity to our relentless pursuit of innovation. We continue to lead the evolution of networking with a strong track record of industry firsts. As end-user expectations skyrocket, our customers and their networks must transform. Ciena powers this transformation by driving next-generation solutions built for maximum openness and agility—today and into the future. Corporate/Brand Values: • Customer First • Integrity • Velocity • Innovation • Outstanding People We're the perfect size for you to make an impact. W Only Ciena has the depth of expertise and the culture of collaboration and partnership required to help our partners evolve. We do this by strategically integrating hardware, services, and software in an open environment to ensure our clients’ networks are ‘fit for flexibility’ today and into the f
Why Work With Us
We are known for our industry-firsts, including the first coherent optical solution, converged packet-optical platform, and intelligence automation platform. Our commitment extends beyond innovation, logging in over 35,000 volunteer hours and $2 million to worthy causes in 2023. We're the perfect size and culture for you to make a difference.
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