Senior Associate, Global Technical Support
About The Position
Provide technical expertise to help customers maintain reliable network operations and resolve complex product issues. The role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. It supports CIENA products in remote and on-site environments and may include on-call coverage when required. The position delivers customer technical assistance, investigates and escalates incidents, performs root cause analysis, and shares customer feedback with cross-functional teams. It also develops and validates technical documentation and contributes to the knowledgebase.
Requirements
- Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university.
- At least 2 years of related experience or an equivalent combination of education and experience.
- Experience in a technical support role with an equipment vendor in the telecommunications industry.
- Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.
- Application of troubleshooting and problem resolution techniques.
- Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.
- Ability to communicate effectively in English, both verbally and in writing.
Nice To Haves
- Experience with Element Management Systems or Network Management Systems.
- Utilization of optical and protocol test equipment.
- Application of Layer 2 technologies, including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.
- Application of Layer 3 technologies, including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.
- Ability to build customer relationships and maintain a customer-focused approach.
- Ability to contribute to or lead troubleshooting and problem-resolution activities in a team environment.
- Ability to manage challenging situations with customers and colleagues.
Responsibilities
- Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
- Deliver on-site customer assistance when required.
- Communicate field issues and product concerns with Design and Supply Chain teams.
- Use debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.
- Perform root cause analysis for customer technical issues.
- Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.
- Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.
Benefits
- Medical, dental, and vision plans
- 401(k) (USA) and DCPP (Canada) with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company-paid holidays
- Paid sick leave
- Vacation time
- Paid Family Leave and other leaves of absence in accordance with applicable laws
- Potential discretionary incentive bonus for non-sales employees
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What This Job Offers
Job Type
Full-time
Career Level
Senior
