Senior Global Technical Support Engineer

Ciena; United States; Hybrid; USD 65.000 - 95.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision plans

401(k) with company matching

Employee Stock Purchase Program

Employee Assistance Program

Paid holidays

Paid sick leave

Paid vacation

Paid family leave

Zusammenfassung

Ciena, a global leader in high‑speed connectivity, seeks a field technical support engineer to deliver remote and on‑site assistance for CIENA products, including 24x7 on‑call coverage when required. You will diagnose complex issues, perform root cause analysis, and collaborate with Design, Quality Assurance, Product Management, and Training teams to improve knowledge sharing.

This role emphasizes clear communication in English, a strong foundation in Layer 2/4 networks, and hands-on use of

Qualifikationen

• 2+ years in a technical support role for telecom equipment
• Experience with field issues and incident escalation
• Ability to document issues and solutions clearly
• Exposure to DCN networks and Layer 2/4 troubleshooting

Aufgaben

• Provide remote and on-site technical assistance for CIENA products
• Participate in on-call coverage as needed
• Diagnose issues using debug tools and lab research
• Perform root-cause analysis and collaborate with teams
• Create and publish knowledge articles and MOP/FSB documentation

Kenntnisse

Technical support experience

English communication

Network troubleshooting (Layer 2/4)

Outlook/Word/Excel proficiency

Ausbildung

Bachelor's degree in Engineering or Computer Science

Tools

Element Management Systems

Network Management Systems

Jobbeschreibung

Ciena, a global leader in high‑speed connectivity, seeks a field technical support engineer to deliver remote and on‑site assistance for CIENA products, including 24x7 on‑call coverage when required. You will diagnose complex issues, perform root cause analysis, and collaborate with Design, Quality Assurance, Product Management, and Training teams to improve knowledge sharing.

This role emphasizes clear communication in English, a strong foundation in Layer 2/4 networks, and hands-on use of