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.
How You Will Contribute:
- Reporting to the Senior Manager, Global Technical Support, as an Associate, Global Technical Support, you will provide system level post-sales support to Ciena’s customers, including testing, troubleshooting and remote technical support.
- You will play a Customer Lead Engineer roll for specific customers, providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends. You will provide on-site support to customers, when required.
- You will be responsible for communicating with the Design and Supply Chain teams relative to issues found in the field. You will use debug tools as well as lab research to resolve the customer’s technical problem.
- You will amass information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.
- You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- You will create, review, validate and publish required MOP/ISB/FSB documents and contribute to the knowledgebase (KCS).
- You will train and mentor junior Technical Support Engineers.
The Must Haves:
- Bachelor’s degree in A technical field (e.g. Engineering, Computer Science) coupled with technical support experience with an equipment vendor in the Telco industry.
- Hands on knowledge of DWDM Technology, the operation of fiber optic transport and/or switching equipment.
- Exceptional communication skills.
Assets:
- Basic knowledge of OTN and related technology.
- Any scripting language or experience in Automation
- CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.·
- A working knowledge of transport and switching systems for telecommunications applications and Optical Networking.
- Experienced with various types of test equipment for optical and protocol testing, system level troubleshooting on fiber optic telecommunications transport and switching equipment.
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Pay Range:
The annual pay range for this position in Canada is $64,800 - $126,700.
The annual pay range for this position in US is $63,100 - $126,700.
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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