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 humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Associate, Global Technical Support (P1)
Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.
SPECIFIC RESPONSIBILITIESProvide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. On call duty includes early morning hours and weekends.
Should efficiently take case handover from NA team and provide handover to India team.
Review with senior Engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
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. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
Contribute to publishing of MOP/ISB/FSB documents.
Contribute to knowledgebase (KCS)
Perform a Customer Lead Engineer roll for specific customers
Travel to customer sites and Ciena locations globally
Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with zero to five years related experience or equivalent combination of education and experience
Foundation knowledge of the operation of fiber optic transport and/or switching equipment.
Preferably has experience in a technical support role with an equipment vendor in the Telco industry.
Basic problem solving experience with DWDM/OTN equipment.
Good foundation knowledge of DWDM/OTN/Fiber Optics and a general understanding of other Switching/transport concepts are required.
System level trouble shooting on fiber optic telecommunications transport and switching equipment
Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
An understanding of transport and switching systems for telecommunications applications and Optical Networking
Familiar with various types of test equipment for optical and protocol testing
Experience with network management systems would be beneficial
Strong background in relationship building and Customer focus
Team player and Flexible to work anytime.
Ability to deal with stressful situations
Must have the ability to communicate in English language both verbal and written
#LI-SM #LI-Remote #LI-Hybrid
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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.
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• Innovation
• Outstanding People
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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
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