Senior Associate, Global Technical Support

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.

Why Ciena:    

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. 

• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees. 
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. 
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. 
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program. 
• We realize time away to recharge is non-negotiable.  We offer flexible paid time off! 

• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. 

How You Will Contribute:     

Provide system level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber optic transport (DWDM/OTN) is a must. Knowledge and experience in customer facing roles & Prior Experience on Ciena 6500/RLS products would be beneficial. 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 Responsibilities:

• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required.
• Provide on-site support to Customers where required and Person has to be flexible for working in early morning shift during India time.
• Communicate with Design and Sales engineering on problems / issues found in the field.
• 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
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Train newly hired Technical Support Engineers.
• Performs other duties as assigned.
• Travel to customer sites and Ciena locations globally

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.

• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keeps abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university
• Good knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts are required.
• Experience with system level trouble shooting on fiber optic telecommunications transport and switching equipment.
• Proficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and Excel
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
• A working knowledge of transport and switching systems for telecommunications applications and Optical Networking
• Good abilities to build relationships build and strong Customer focus
• Team player that is ready to contribute or lead elements of troubleshooting and problem resolution
• Ability to deal with stressful situations with colleagues and customers.
• Experience in a technical support role with an equipment vendor in the Telco industry.
• Must have the ability to communicate effectively in English language both verbal and written.

Assets:

• Basic knowledge of the operation of fiber optic transport and/or switching equipment (DWDM/Photonics/OTN).
• Proven problem-solving experience and expertise
• Problem-solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
• Basic knowledge of OTN and related technology.

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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.