Job Description
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.
Are you passionate about delivering exceptional technical support and solving complex challenges? Join us at Ciena as a Specialist in Global Technical Support, where you'll play a pivotal role in ensuring customer success with cutting-edge fiber optic transport and switching technologies. Be part of a dynamic team that thrives on innovation and collaboration, making a difference in the telecommunications industry.
How You Will Contribute:
Provide remote technical support for Ciena products via telephone or online platforms.
Troubleshoot and analyze customer issues in live environments, including DWDM and OTN technologies, and deliver Root Cause Analysis (RCA) as required.
Foster strong relationships and demonstrate a proven record of exceptional customer focus.
Collaborate with Design, Manufacturing, and Quality Assurance teams to address field problems and ensure Service Level Objectives (SLOs) are met for customer cases.
Create, review, validate, and publish essential documents such as MOPs, ISBs, and FSBs.
Contribute to the knowledge base (KCS) and mentor advancing Technical Support Engineers.
Lead customer-specific engineering projects and perform resident engineering functions on-site or remotely.
Travel globally to customer sites and Ciena locations for hands-on support and collaboration.
The Must Haves:
Bachelor’s degree in a technical field (e.g., Engineering, Computer Science) or equivalent education and experience, with approximately 10+ years of relevant experience.
In-depth knowledge of DWDM/OTN technology and its applications to Ciena equipment.
Expertise in fiber optic transport and/or switching equipment operations.
Multiple years of experience in a technical support role within the telecommunications industry.
Proven experience as a technical lead on projects or issues.
Strong problem-solving skills and a fundamental understanding of the telecommunications industry.
Clear understanding of the technical support industry and its application within Ciena.
Nice to Haves:
Experience with Element Management or Network Management systems.
Proficiency with personal computers and the Microsoft Office suite of software.
Ability to create and deliver technical training sessions.
Familiarity with network planning, deployment, and design.
Strong communication skills for effective collaboration with cross-functional teams.
Prior experience in customer-facing roles or resident engineering functions.
Willingness to travel globally as needed.
Note:- This role requires a hybrid work model. Candidates located within a reasonable distance of a Ciena office must be willing to work from the office 60% to 80% of the time. Flexibility will be considered based on individual circumstances and business needs.
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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.
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