Associate, Global Technical Support

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute:

Reporting to the Manager of Global Technical Support, as an Associate, Global Technical Support, you’ll provide system level post-sales support for Ciena’s customer base, including testing, troubleshooting and remote technical support for Ciena products.  You may also be involved in on-site day-to-day interactions with the customer concerning all aspects of network planning, deployment and technical network issues and design.

A good understanding of the routing/IP protocols is essential. Knowledge and experience with personal computers, Microsoft Office suite of software. 

• You will provide remote technical support (via telephone or online) for identified Ciena products 24 x 7, as well as on-site support to customers when required.
• You will use debug tools as well as lab research to aid in the resolution of the customer’s technical problems, recovering information vital to call out the incident/issue to senior engineers, including Engineering/Design, Product/Project Management, Documentation, Supply Chain or Training.
• You will create, review, validate and publish required MOP, and add inputs to the knowledgebase (KCS).
  

The Must Haves:

• Bachelor’s degree in Engineering or Computer Science coupled with experience in a technical support role with an equipment vendor in the Telco industry.
• Familiar with various types of test equipment for optical and protocol testing.
• Exposure to with system level troubleshooting on Layer 2/3/4 networks and associated DCN networks.
• L2: Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, Static MPLS-TP , STP, VPC, LACP, LLDP.
• L3: IPv4 and IPv6 routing (basic understanding), IPv4, IPv6, Routing protocols – OSPF, IS-IS, MP-BGP, BGP-LU, LDP, MPLS-TP and MPLS-TE, MPLS L2VPN and L3VPN, Segment Routing, EVPN, Seamless/Unified MPLS.
• Should have strong understanding of IP networks design on SP network

Assets:

• Experience with Tier-1 Service Provider network on planning and implementation
• Candidates having Certifications like CCNA, CCNP or equivalent will be added advantage
• Support expertise in the areas of Carrier Ethernet equipment, optical equipment, or associated management networks and products is added advantage
  

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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.