Associate, Global Technical Support - Remote

Overview

The Associate, Global Technical Support position at Ciena involves providing system-level pre and post-sales support for customers, focusing on troubleshooting and technical assistance for CIENA products.

In Short

• Provide remote technical support for CIENA products.
• Engage in troubleshooting and testing of fiber optic transport and switching protocols.
• Assist customers with network planning and deployment.
• Utilize debug tools for technical problem resolution.
• Communicate with senior engineers for issue escalation.
• Contribute to knowledgebase and technical documentation.
• Participate in on-call duties, including weekends.
• Travel to customer sites globally as needed.
• Work in a flexible environment with a focus on customer satisfaction.
• Support team collaboration and relationship building.

Requirements

• Bachelor’s degree in a technical field (Engineering, Computer Science).
• 0-5 years of related experience or equivalent education.
• Foundation knowledge of fiber optic transport and switching equipment.
• Experience in a technical support role preferred.
• Problem-solving skills with DWDM/OTN equipment.
• Ability to work independently with minimal supervision.
• Strong communication skills in English.
• Familiarity with network management systems is beneficial.
• Ability to handle stressful situations effectively.
• Team player with a customer-focused mindset.

Benefits

• Flexible work environment.
• Opportunities for personal and professional growth.
• Supportive company culture.
• Diversity and inclusion initiatives.
• Health and wellness programs.