Senior Associate - Global Technical Support

February 21

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Ciena

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Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

Converged Packet-Optical • Packet Networking and Carrier Ethernet • Optical Transport • Software and Services • Data Center Interconnect

5001 - 10000 employees

Founded 1992

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

📋 Description

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. • 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 role for specific customers. • Resident Engineering functions on-site or remote. • Travel to customer sites and Ciena locations globally.

🎯 Requirements

• 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.