Senior Network Support Engineer – On-Call & Remote

Ciena Corporation; Maryland; Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) and ESPP

Employee Assistance Program

Paid holidays

Paid time off

Paid family leave

Job summary

Ciena is seeking a technical support professional to help customers maintain reliable network operations and resolve complex product issues. The role involves remote and on-site assistance, on-call coverage, and collaboration with Design, QA, Product Management, and Training teams to publish and update knowledge resources.

Ideal candidates have a BS in Engineering/CS and 2+ years in telecom troubleshooting, with strong English communication and proficiency in MS Office applications.

Qualifications

• Bachelor’s degree in Engineering or Computer Science from a four-year college.
• 2+ years related experience in a technical support role.
• Experience in telecom equipment support.
• Proficient with MS Outlook, Word, Excel.

Responsibilities

• Provide remote technical assistance for CIENA products including 24x7 on-call coverage.
• Deliver on-site customer assistance when required.
• Communicate field issues with Design and Supply Chain teams.
• Perform root cause analysis for customer technical issues.
• Publish MOP, KB, and FSB documentation and contribute to the knowledgebase.

Skills

Technical support

Network troubleshooting

English communication

Microsoft Office

Lab debugging

Customer-facing

Element Management Systems

Network Management Systems

Layer 2 technologies

Layer 3 technologies

Education

Bachelor's degree in Engineering/Computer Science

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Ciena is seeking a technical support professional to help customers maintain reliable network operations and resolve complex product issues. The role involves remote and on-site assistance, on-call coverage, and collaboration with Design, QA, Product Management, and Training teams to publish and update knowledge resources.

Ideal candidates have a BS in Engineering/CS and 2+ years in telecom troubleshooting, with strong English communication and proficiency in MS Office applications.