Senior Associate, Global Technical Support

Ciena; New York (NY); Híbrido; USD 69.000 - 110.000; Tempo integral

Resumo da vaga

Ciena, a global leader in high-speed connectivity, seeks a technical support professional to provide both remote and on-site assistance for CIENA products. The role includes on-call coverage, diagnosing issues, and collaborating with cross-functional teams to resolve complex problems.

Your responsibilities include root cause analysis, documenting knowledge, and ensuring customer success through effective communication and problem resolution.

Qualificações

• 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 a technical support role with an equipment vendor in telecommunications.
• Proficient with Microsoft Outlook, Word, and Excel.
• Able to apply troubleshooting and resolve problems.
• Exposure to Layer 2/4 networks and DCN networks.
• Strong English communication skills, both spoken and written.

Responsabilidades

• Provide remote technical assistance for CIENA products.
• Deliver on-site customer support when required.
• Communicate field issues with Design and Supply Chain teams.
• Use debug tools and lab-based research to diagnose customer issues.
• Perform root cause analysis for technical problems.
• Collaborate with QA, Design, Product Management, and Training teams to share feedback.
• Create and publish MOP, KB, and FSB documentation.

Conhecimentos

English communication

Troubleshooting

Microsoft Office

Technical assistance

Layer 2/4 networks

DCN networks

Customer collaboration

Formação

Bachelor's degree in Engineering or Computer Science

Ferramentas

Element Management Systems

Network Management Systems

Test equipment

Descrição da vaga

As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.

Provide technical expertise that helps customers maintain reliable network operations and resolve complex product issues. This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. The position supports CIENA products in remote and on-site environments, including participation in on-call coverage when required.

How you will make an impact

• Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
• Deliver on-site customer assistance when required.
• Communicate field issues and product concerns with Design and Supply Chain teams.
• Utilize debug tools and lab-based research to diagnose customer issues and elevate incidents with required technical information.
• Perform root cause analysis for customer technical issues.
• Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.
• Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.

The must haves

• Education: Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university.
• Experience: 2+ years related experience or an equivalent combination of education and experience.
• Experience in a technical support role with an equipment vendor in the telecommunications industry.
• Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.
• Application of troubleshooting and problem resolution techniques.
• Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.
• Ability to communicate effectively in English, both verbally and in writing.

Nice to haves

• Experience with Element Management Systems or Network Management Systems.
• Utilization of optical and protocol test equipment.
• Application of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.
• Application of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.
• Ability to build customer relationships and maintain a customer-focused approach.
• Ability to contribute to or lead troubleshooting and problem resolution activities in a team environment.
• Ability to manage challenging situations with customers and colleagues.

Pay Range

USD 69,100 - 110,300

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available. Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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 an Equal 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.