Senior Associate, Global Technical Support
About The Position
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.
Requirements
- 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.
Nice To Haves
- 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.
Responsibilities
- Provide system level post-sales support to Ciena’s customers, including testing, troubleshooting and remote technical support.
- 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.
- Provide on-site support to customers, when required.
- Communicate with the Design and Supply Chain teams relative to issues found in the field.
- Use debug tools as well as lab research to resolve the customer’s technical problem.
- Amass information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.
- Partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- Create, review, validate and publish required MOP/ISB/FSB documents and contribute to the knowledgebase (KCS).
- Train and mentor junior Technical Support Engineers.
Benefits
- 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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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
