Senior Associate 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.
Not ready to apply? Join ourTalent Communityto get relevant job alerts straight to your inbox.

.

Why Ciena:    

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. 

• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees. 
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. 
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. 
• We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program. 
• We realize time away to recharge is non-negotiable.  We offer flexible paid time off! 

• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. 
   

How You Will Contribute:     

Provide system and solution level post-sales support for CIENA’s Customer base. This includes testing, troubleshooting, on site and telephone technical support for all CIENA products. A strong understanding of the fiber optic transport (WDM/OTN) and/or switching protocols is essential. Proficiency and experience with personal computers, Microsoft office suite of software is needed. Enhanced scope and depth of expertise in data communications protocols including Ethernet and IP networks is required. Experience with Element Management or Network Management systems is expected. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design. 
 

• Provide remote technical support (via telephone or on line) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Provide on-site support to Customers where required.
• Assume responsibilities of a Customer Lead Engineer as required.
• Utilize debug tools as well as lab research to aid Customer’s technical problem.
• Recover information necessary to escalate the incident or issue with next level support team, Product/Project Management, Documentation, or Training
• Concluding the RCA for the open cases towards the GCC team.
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Mentor, train newly hired resources within the team to support the customer.
• Performs other duties as assigned.
• Travel to customer sites and Ciena locations globally as required.

What Does Ciena Expect of You?

• Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.

• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 8 to 14 years related experience or equivalent combination of education and experience
• Strong knowledge of SONET/SDH ring transmission equipment ,DWDM/OTN technology and the applications to Ciena equipment Carrier Ethernet enterprise equipment and associated fiber optic facilities
• Very knowledgeable of the operation of fiber optic transport and/or switching equipment.
• Multiple years experienced in a technical support role with an equipment vendor in the Telco industry.
• Experience as a technical lead on specific projects or issues 
• Proven problem solving experience 
• Fundamental understanding of Telecommunication industry
• Clear understanding of Technical Support industry and the application within Ciena products such as 6500, RLS and Wave server.
• Strong knowledge understanding of transport and switching systems for telecommunications applications/Systems. Special proficiency in some products or technologies.