Global Technical Support for Converged Packet Optical Platform

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. Your RoleAs an Associate, Global Technical Support, you will provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design. Successful candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours and work with internal customer facing teams to manage customer issues. Successful applicant will be supporting Ciena’s Converged Packet Optical product suite as primary product. Your ResponsibilitiesProvide remote technical support (via telephone or online) on identified CIENA products 24×7 when required. Manage technical support cases/tickets end to end. Be able to accept on-call duties outside of normal business hours when required. Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems foundUtilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or TrainingProvide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training Contribute to publishing of Method of Procedure (MOP), Internal Service Bulletin (ISB) and Field Service Bulletin (FSB) documents. Contribute to knowledgebase (KCS)Perform a Customer Lead Engineer role for specific customers, as assigned. Perform Resident Engineering functions on-site or remote, as assigned. Travel to customer sites and Ciena locations globally, as required. Minimum QualificationsBachelor’s degree in technical field (e.g. Electronics and Communications Engineering) from a college or university. Zero to three years related experience in the field of telecommunicationsFoundation knowledge of the operation of fiber optic transport system including DWDM and protection schemesPreferably has experience in a technical support role with an equipment vendor in the Telco industry. Basic problem-solving experience with OTN/SONET/SDH/DWDM equipment, Carrier Ethernet equipment or associated fiber optic facilities. Knowledge of Linux operating system is an advantage. Preferred QualificationProficiency with various ‘office’ software applications including Microsoft Outlook, Microsoft Word, and ExcelAbility to analyze, troubleshoot and resolve problemsMotivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervisionAn understanding of transport and switching systems for telecommunications applications and Optical Networking Familiar with various types of test equipment for optical and protocol testingKnowledgeable of system level troubleshooting of fiber optic telecommunications transport and switching equipment. Good foundation knowledge of OTN, SONET/SDH/DWDM and Carrier Ethernet protocols, and a general understanding of other Switching/transport concepts are required. Knowledge of computers, data communications, Red Hat Linux, UNIX SUN/Oracle operating systems and IP network experience would be an advantageExperience with network management systems would be beneficialStrong background in relationship building and Customer focusTeam playerAbility to deal with stressful situationsMust have the ability to communicate in English language both verbal and writtenIndependent and can work outside of office location.#LI-SM #LI-Remote #LI-Hybrid. Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox. 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. apply to this job