Global Technical Support Associate — Remote (US)
Ciena Corporation
A complete application in a minute — tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
Ciena Corporation in the United States is seeking a Senior Associate, Global Technical Support to provide remote and on-site technical assistance for CIENA products and participate in on-call coverage. You will diagnose complex product issues, perform root cause analysis, and collaborate with Design, QA, Product Management, and Training teams to publish knowledge articles and improve the knowledge base.
Strong communication in English required; Bachelor's in a technical field; 2+ years in
Qualifications
- Bachelor’s degree in Engineering or Computer Science from a four-year college.
- 2+ years related experience or an equivalent combination of education and experience.
- Experience in technical support for telecommunications equipment.
- Proficiency with Outlook, Word and Excel.
Responsibilities
- Deliver remote technical assistance for CIENA products with 24x7 on-call coverage when required.
- Provide on-site customer support as needed.
- Communicate field issues to Design and Supply Chain teams with actionable details.
- Perform root cause analysis and escalate with required information.
- Collaborate with QA, Design, Product Management and Training to share feedback.
- Create, review, and publish MOP, KB and FSB documentation for the knowledgebase.
Skills
Education
Tools
Job description
Ciena Corporation in the United States is seeking a Senior Associate, Global Technical Support to provide remote and on-site technical assistance for CIENA products and participate in on-call coverage. You will diagnose complex product issues, perform root cause analysis, and collaborate with Design, QA, Product Management, and Training teams to publish knowledge articles and improve the knowledge base.
Strong communication in English required; Bachelor's in a technical field; 2+ years in
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
