Global Technical Support Engineer – Remote & On-Site

Ciena; United States; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(k) with company match

Employee stock purchase program

Job summary

Ciena is seeking a skilled technical support professional to ensure reliable network operations and resolve complex product issues. This role supports CIENA products remotely and on-site, including on-call coverage when required.

You will partner with QA, Design, PM, and Publications to share feedback, publish documentation, and assist customers with escalations and knowledge sharing. Experience in telecom equipment is preferred.

Qualifications

• Bachelor's degree in Engineering or Computer Science is required.
• 2+ years in a technical support role with an equipment vendor in telecom.
• Strong troubleshooting and problem-resolution skills.
• Proficiency with Microsoft Office and related software.
• Clear English communication, both written and spoken.
• Experience with Layer 2/4 networks and DCN environments is a plus.

Responsibilities

• Provide remote technical assistance for CIENA products, including 24x7 on-call coverage when required.
• Deliver on-site customer assistance when required.
• Communicate field issues with Design and Supply Chain teams.
• Use debug tools and lab research to diagnose issues and document findings.
• Perform root cause analysis for customer technical issues.
• Collaborate with QA, Design, PM, Publications, and Training teams to share feedback.
• Create, review, and publish MOP, KB, and FSB documentation; contribute to the knowledgebase.

Skills

Troubleshooting

English communication

Customer interaction

Microsoft Office

Education

Bachelor's degree in Engineering or Computer Science

Tools

Element Management Systems

Network Management Systems

Job description

Ciena is seeking a skilled technical support professional to ensure reliable network operations and resolve complex product issues. This role supports CIENA products remotely and on-site, including on-call coverage when required.

You will partner with QA, Design, PM, and Publications to share feedback, publish documentation, and assist customers with escalations and knowledge sharing. Experience in telecom equipment is preferred.