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.
Are you ready to make an impact in the telecommunications industry by delivering exceptional technical support for cutting-edge network management solutions?
Ciena is seeking an Sr Associate, Global Technical Support to provide system-level pre- and post-sales support for our global customer base. In this role, you’ll troubleshoot complex issues, mentor new engineers, and contribute to the success of Ciena’s innovative products in a fast-paced, customer-focused environment.
In this role you must be available for onsite, in-person training and mentoring for approximately six months, followed by a hybrid work model.
How You Will Contribute:
Answer incoming calls from global customers, document inquiries, and capture detailed information for technical investigations.
Provide remote technical support for Ciena’s network management products across multiple communication channels (phone, email, chat).
Troubleshoot and resolve platform issues, performance problems, and configuration challenges promptly and professionally.
Perform on-call duties 24x7, including shifts during public holidays and weekends as required.
Recover and validate information necessary to escalate issues to senior engineers.
Utilize debug tools and lab research to advance customer problem resolution.
Provide customer feedback to internal teams to drive product improvements.
Contribute to the technical knowledge base (KCS) with insights and solutions.
Mentor newly hired Technical Support Engineers, helping them grow and succeed.
The Must Haves:
Excellent verbal and written communication skills in English
Bachelor’s degree in Engineering, Computer Science, or related technical field, or equivalent combination of education and experience.
3+ years of experience in a customer support role, preferably in telecommunications.
Hands-on knowledge of Linux operating systems.
Familiarity with virtualized and cloud environments (VMware ESXi, OpenStack, GCP) and container services (Docker, Ansible).
Understanding of Micro-Services software architectures, SDN, and Network Management/Automation/Orchestration concepts.
Knowledge of security protocols, including Radius authentication.
Strong domain expertise in Restful APIs, websockets, Python scripting, and open-source tools like Swagger and Postman.
Solid understanding of OTN technology and its application to Ciena equipment.
Fundamental knowledge of telecommunications and the technical support industry.
The Assets:
Experience with transport and switching systems for telecommunications applications.
Knowledge of Optical Networking and data communications protocols, including Ethernet and IP networks.
Ability to analyze, troubleshoot, and resolve problems in stressful situations.
Strong interpersonal skills to communicate technical concepts to both technical and non-technical stakeholders.
Motivated self-starter with excellent time management skills and a willingness to learn new concepts.
Customer-oriented mindset with a commitment to delivering exceptional service.
Availability for onsite, in-person training and mentoring for approximately six months, followed by a hybrid work model.
Ability to work independently and prioritize tasks effectively in a dynamic environment.
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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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