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.

Senior Associate, Global Technical Support

Achieve your ideal career at the forefront of innovation with Ciena. We know the importance of life outside of work, which is why our employees enjoy flexible paid time off and the freedom of working remotely. Ciena empowers our teams with competitive salaries and incentives, community volunteer programs, professional development resources, and support for our mental and physical health-all experienced within a diverse and inclusive culture. To put it simply, we’re a technology company driven by our humanity.

How You Will Contribute:

Reporting to the Manager of Global Technical Support, as a Senior Associate, Global Technical Support, you’ll provide system level post-sales support for Ciena’s customer base, including testing, troubleshooting and remote technical support for Ciena products. You may also be involved in on-site day-to-day interactions with the customer concerning all aspects of network planning, deployment and technical network issues and design.

• You will provide remote technical support (via telephone or online) for identified Ciena products 24 x 7, as well as on-site support to customers when required.
• You will use debug tools as well as lab research to aid in the resolution of the customer’s technical problems, recovering information vital to call out the incident/issue to senior engineers, including Engineering/Design, Product/Project Management, Documentation, Supply Chain 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 add inputs to the knowledgebase (KCS).
• You will perform a Customer Lead Engineer roll for specific customers and train newly hired Technical Support Engineers.

What Does Ciena Expect of You

Customer First – what’s important to the customer is important to you. You make getting things done a priority.

Initiative – You’re a self-starter who works with limited direction and is accountable for resolving issues quickly and delivering against aggressive deadlines.

Relationship Builder – you possess the know-how to build trusted, long-term relationships quickly.

Problem solver – you have the ability to readily assess a customer’s requirements and technical issues and identify optimal solutions.

You embrace change – thriving in an environment of ever-changing, challenging, and often competing priorities.

The flexibility to work independently and as part of a broader team – you thrive in a team environment, but are comfortable working independently as required.

A savvy communicator – understanding how to tailor your communications and proposals accordingly to specific audiences to ensure your ideas recommendations are understood and well-received.

A commitment to learning – about Ciena’s products, competitor offerings and customer concerns.

The Must Haves:

• Bachelor’s degree in Engineering or Computer Science coupled with experience in a technical support role with an equipment vendor in the Telco industry.
• Familiar with various types of test equipment for optical and protocol testing.
• Exposure to with system level troubleshooting on Layer 2/4 networks and associated DCN networks.
• L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP , STP, VPC, LACP, LLDP.
• L3: IPv4 and IPv6 routing (basic understanding), IPv4, IPv6, Routing protocols – OSPF, IS-IS, MP-BGP, BGP-LU, LDP, MPLS-TP and MPLS-TE, MPLS L2VPN and L3VPN, Segment Routing, EVPN, Seamless/Unified MPLS.
• Should have strong understanding of IP networks design on SP network
• Experience with SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.
• Basic understanding of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general understanding of other Switching/transport concepts

Assets:

• Experience with Tier-1 Service Provider network on planning and implementation
• Candidates having Certifications like CCNA, CCNP or equivalent

• Support expertise in the areas of Carrier Ethernet equipment, optical equipment, or associated management networks and products is a

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.