Associate, Global Technical Support

Talent'd HR Solutions; Maryland; On-site; USD 50,000 - 70,000; Full time

Job summary

A global networking solutions firm is seeking an Associate in Global Technical Support to provide expert technical assistance. You will diagnose product issues, manage case escalations, and collaborate with various teams to enhance customer satisfaction. Ideal candidates have a strong background in TCP/IP networking and Linux, along with excellent problem-solving abilities. This position is perfect for tech-savvy individuals passionate about customer success.

Qualifications

• 0–2+ years of experience in technical support or a related role.
• Knowledge of Optical/DWDM/OTN/SONET/SDH technologies.
• Ability to work effectively under pressure.

Responsibilities

• Provide expert technical support by diagnosing and resolving complex product issues.
• Manage case escalations and maintain customer relationships.
• Collaborate with engineering and product development to resolve issues.

Skills

Technical support experience

Knowledge of TCP/IP networking

Proficiency in Linux

Strong communication skills

Problem-solving skills

Education

Bachelor's degree in Engineering or Computer Science

Job description

We are seeking an Associate, Global Technical Support professional to join our team. In this role, you will support customers worldwide to ensure their adaptive networks operate at optimal performance. This position is ideal for individuals who are technically curious, thrive in fast-paced environments, and are passionate about customer success.

Key Responsibilities

• Provide expert technical support by diagnosing and resolving complex product and system issues.
• Manage case escalations professionally while maintaining strong customer relationships.
• Collaborate with engineering, product development, and sales teams to resolve issues and identify improvements.
• Apply advanced troubleshooting techniques in networking and Linux environments.
• Document case activities, including problem details, troubleshooting steps, and resolutions.
• Communicate technical information clearly to both internal and external stakeholders.
• Contribute to knowledge sharing, innovation, and process improvements within the team.

Required Qualifications

• 0–2+ years of experience in technical support or a related role.
• Knowledge of Optical/DWDM/OTN/SONET/SDH technologies and TCP/IP networking.
• Proficiency in Linux with strong command-line troubleshooting skills.
• Excellent problem-solving and analytical abilities.
• Strong oral communication and presentation skills.
• Ability to work effectively under pressure and manage time efficiently.
• Commitment to delivering exceptional customer experiences.

Preferred Qualifications

• Experience with Ciena Optical products such as 6500, RLS, and Waveserver family.
• Exposure to global enterprise customers or large-scale networks.
• Familiarity with CRM or case management tools.
• Knowledge of scripting for automation or diagnostics.
• Understanding of cloud networking concepts.
• Experience working with cross-functional technical teams.
• Interest in innovation and process optimization.
• Bachelor's degree in Engineering, Computer Science, or related field preferred

Ciena is a global leader in networking systems, services, and software, specializing in high-capacity optical and packet networking solutions. Founded in 1992, the company has grown to become a trusted partner for telecommunications carriers, cable operators, cloud providers, and enterprises worldwide. With over 8,000 employees, Ciena's mission is to enable a more connected and adaptive network infrastructure, empowering customers to meet the demands of an increasingly digital and data-driven world.

Ciena is renowned for its innovation in optical transport and software-defined networking, driving advancements in 5G, submarine networking, and cloud connectivity. The company has consistently been recognized for its strong market position and customer-centric approach. Recent achievements include expanding its Adaptive IP capabilities, enhancing its Blue Planet automation platform, and supporting major global network upgrades. Headquartered in Hanover, Maryland, USA, Ciena continues to shape the future of networking with a focus on sustainability, scalability, and intelligent automation.