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.
You know what your ideal career looks like: a competitive salary, freedom to live your life as you like, and recognition for your accomplishments—all in an inclusive and diverse people-first environment. Our success is driven by a supported, thriving team; this is why Ciena upholds these benefits for all our employees. Ciena empowers you with flexible paid time off, reimbursed and in-house development resources, support for mental and physical well-being, and assets you may need to attain your goals both at and away from work.
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.
What Does Ciena Expect of You?
Customer focus – what’s important to the customer is equally important to you. You make addressing/solving issues a priority.
Relationship Builder – you possess the ability to build trust relationships quickly.
Agility – you are readily able to manage competing and ever-changing priorities under often stressful circumstances.
Communication expertise – you can effectively tailor a message/articulate a value proposition to an audience to enable engagement at all levels of an organization.
Problem Solver – quickly able to understand/analyze an issue and propose an ideal solution.
A commitment to learning – you keep abreast of the market and competition and use that information to Ciena’s advantage.
The Must Haves

• Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities
• Demonstrated proficiency with Microsoft Office Suite.
• 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.
• Basic knowledge of the operation of fiber optic transport and/or switching equipment.
• The ability to travel to customer sites and Ciena locations globally if needed , ensuring that customer specific activities are tracked through Salesforce while concurrently developing and building effective relationships with key customers.

Assets

• Basic knowledge of OTN and related technology
• CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.
• Working knowledge in data communications, UNIX SUN/Oracle as well as experience working in an IP network

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.

• Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other switching/transport concepts.

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.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.