Senior Network Support Engineer (Remote/On-Site)

Ciena; New York (NY); Hybrid; USD 69,000 - 110,000; Full time

Job summary

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.

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 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.

Responsibilities

• 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.

Skills

English communication

Troubleshooting

Microsoft Office

Technical assistance

Layer 2/4 networks

DCN networks

Customer collaboration

Education

Bachelor's degree in Engineering or Computer Science

Tools

Element Management Systems

Network Management Systems

Test equipment

Job description

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.