Associate, Global Technical Support

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

SCOPE OF RESPONSIBILITIES
Provide system level post-sales support for CIENA’s Customer base. This includes testing, 
troubleshooting and remote technical support for CIENA products. A firm understanding of the fiber 
optic transport and/or switching protocols is essential. Knowledge and experience with personal 
computers, Microsoft office suite of software. Mid-level expertise in data communications protocols 
including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be 
beneficial. Experience with Element Management or Network Management systems would be and 
asset. 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.
SPECIFIC RESPONSIBILITIES
• 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.
• Communicate with Design and Supply Chain on problems / issues found in the field.
• Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover 
information necessary to escalate the incident/issue to senior engineers. Escalation may 
eventually include Engineering/Design, Product/Project Management, Documentation, or 
Training
• 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)
• Train newly hired Technical Support Engineers.
• Performs other duties as assigned
• Perform a Customer Lead Engineer roll for specific customers
• Resident Engineering functions on-site or remote
• Travel to customer sites and Ciena locations globally

EDUCATION AND EXPERIENCE

Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with three to five years related experience or equivalent combination of education and experience
• Basic knowledge of the operation of fiber optic transport and/or switching equipment.
• Experience in a technical support role with an equipment vendor in the Telco industry.
• Proven problem solving experience and expertise
• Problem solving experience with SONET/SDH equipment, Carrier Ethernet equipment or 
associated fiber optic facilities
• Basic knowledge of OTN and related technology
• CE-A (Carrier Ethernet-Associate) certification
• OC-A (Optical Communications-Associate) certification

CANDIDATE PROFILE
• Proficiency with various office software applications including Microsoft Outlook, Microsoft Word, and Excel
• Ability to analyze, trouble-shoot and resolve problems
• Motivated self-starter with excellent time management skills and an ability to work from broad 
guidelines with minimal supervision
• A working knowledge of transport and switching systems for telecommunications applications 
and Optical Networking
• Experienced with various types of test equipment for optical and protocol testing.
• Experience with system level trouble shooting on fiber optic telecommunications transport and 
switching equipment.
• Basic knowledge of OTN, SONET/SDH/DWDM, Carrier Ethernet protocols and a general 
understanding of other Switching/transport concepts are required.
• Mid-level expertise in data communications, UNIX SUN/Oracle as well as experience working in 
an IP network
• Good abilities to build relationships build and strong Customer focus
• Team player that is ready to contribute or lead elements of troubleshooting and problem 
resolution
• Ability to deal with stressful situations with colleagues and customers
• Must have the ability to communicate effectively in English language both verbal and written.

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.