As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.
- 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.
- 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.
- 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.
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.
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.
Skills Required
- Bachelor's degree in Engineering, Computer Science, or another technical field
- 2 or more years of related experience, or an equivalent combination of education and experience
- Experience in a technical support role with a telecommunications equipment vendor
- Experience using Microsoft Outlook, Microsoft Word, Microsoft Excel, and related software applications
- Experience applying troubleshooting and problem-resolution techniques
- Exposure to system-level troubleshooting across Layer 2 and Layer 4 networks and associated DCN networks
- Effective verbal and written English communication skills
- Experience with Element Management Systems or Network Management Systems
- Experience using optical and protocol test equipment
- Experience with Layer 2 technologies, including Bridging, Switching, VLANs, QinQ, CFM services, G.8032, and MPLS-TP
- Experience with 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
Ciena Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ciena and has not been reviewed or approved by Ciena.
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Fair & Transparent Compensation — Pay is often characterized as competitive or above-market in certain roles and regions, with references to market-aligned salary ranges and transparency around pay bands.
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Healthcare Strength — Health coverage is frequently framed as comprehensive, including medical, dental, and vision, with indications that coverage can extend to dependents and is viewed as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off offerings are described as flexible and generous, including Flex/uncapped PTO in many cases and additional paid time for volunteering.
Ciena Insights
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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