Associate, Global Technical Support
Ciena Corporation
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Job summary
Qualifications
- 3 to 6 years related experience or equivalent education and experience.
- Strong knowledge of SONET/SDH ring transmission equipment.
- Very knowledgeable of the operation of fiber optic transport and/or switching equipment.
Responsibilities
- Provide remote technical support for Ciena products.
- Communicate with design and manufacturing on issues.
- Contribute to the knowledgebase.
- Utilize debug tools and lab research to aid customers' technical problems.
- Recover information necessary to escalate incidents to Design, PM, Documentation, or Training.
- Work with QA, Design, Product Management, and Training to provide customer feedback.
- Create, review, validate and publish MOP/ISB/FSB documents.
- Contribute to knowledgebase (KCS).
- Mentor, train newly hired staff and advancing Technical Support Engineers.
- Travel to customer sites and Ciena locations globally as required.
Skills
Education
Tools
Job description
- This is a primary processing purpose.
- This is a secondary processing purpose.
They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.
- This is a secondary processing purpose.
- This is a secondary processing purpose.
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 Role
- Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Provide on-site support to Customers where required.
- Communicate with Design and manufacturing on problems / issues found in the field.
- Utilize debug tools as well as lab research to aid Customer’s technical problem.
- Recoverinformation necessary to escalate the incident or issue to Design, Product/Project Management,Documentation, or Training
- Work with Quality Assurance, Design, Product Management, Technical Publications, andTraining to provide Customer feedback.
- Create, review, validate and publish required MOP/ISB/FSB documents.
- Contribute to knowledgebase (KCS)
- Mentor, train newly hired as well as advancing Technical Support Engineers.
- Performs other duties as assigned.
- Travel to customer sites and Ciena locations globally as required.
What Does Ciena Expect of You?
- Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
- Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.
- Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
- The flexibility towork independentlyand aspart of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
- Relationship builder – with an ability to influence, you’re able to get work done through others.
- A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.
The Must Haves:
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-yearcollege or university with 3 to 6 years related experience or equivalent combination ofeducation and experience
- Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology and the applications to Ciena equipment CarrierEthernet enterprise equipment and associated fiber optic facilities
- Very knowledgeable of the operation of fiber optic transport and/or switching equipment.
#LI-SM #Li-Remote #LI-Hybrid
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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 anEqual 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.
Dive into our culture and the people who fuel it
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