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.
The annual pay range for this position is $149,136.00 - $160,900.00/year
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.
Duties: Provide on-site technical support on covered Ciena products. Provide on-call support evenings and weekends for critical events. Establish and maintain a strong technical support relationship with assigned clients. Utilize debug tools as well as lab research to verify and resolve customer’s technical problems and, if necessary, gather the information necessary to escalate the incident or issue to GPS. Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment. Work with Quality Assurance, Development, Product Management, Technical Publications, and Training to provide customer feedback. Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports. Verify and report design, reliability and maintenance problems or defects to the engineering teams and communicate with engineering and manufacturing on problems found in the field. Contribute to customer support knowledgebase. Work directly with the Customer’s NOC to open and manage trouble tickets. Act as a technical consultant to other Technical Support functions and others in the company. Act as technical escalation path for regional support groups and peer engineers, if required.
Up to 50% travel required. May telecommute from anywhere in the United States.
Requirements: Employer will accept a Bachelor's degree or foreign degree in Engineering, Computer Science, or related field and five (5) years of experience in the job offered or in a Computer Systems Analyst-related occupation.
Position requires 5 years of experience in:
- Providing post-sales support on the following product lines: OME 6500, Waveserver, RLS, CPL, OM 5200;
- Using network design tools such as OnePlanner or Optical Modeler;
- Network Management software such as One Control, OMEA, or MCP;
- SONET/SDH, OTN, Carrier Ethernet, Interior Gateway Protocols (OSPF, IS-IS), TCP/IP, Photonics, DWDM with RAMAN solutions integrated or ROADM;
- Computers and servers, operating systems and databases such as UNIX, LINUX, VXworks, Oracle, or MySQL;
- Test equipment such as traffic generators, OSA, OTDR, or power meters; and
- Restful APIs, websockets, python scripting or Swagger, and postman.
#LI-DNI
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 related field (or foreign equivalent)
- Five years of experience in the job offered or in a Computer Systems Analyst-related occupation
- Five years providing post-sales support on product lines: OME 6500, Waveserver, RLS, CPL, OM 5200
- Five years using network design tools such as OnePlanner or Optical Modeler
- Five years using Network Management software such as OneControl, OMEA, or MCP
- Five years with SONET/SDH, OTN, Carrier Ethernet, IGPs (OSPF, IS-IS), TCP/IP, Photonics, DWDM with RAMAN solutions or ROADM
- Five years with computers, servers, operating systems, and databases such as UNIX, LINUX, VxWorks, Oracle, or MySQL
- Five years using test equipment such as traffic generators, OSA, OTDR, or power meters
- Five years with RESTful APIs, websockets, Python scripting or Swagger, and Postman
- Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment
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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