Senior Global Technical Support Engineer - Remote

Overview

The Senior Global Technical Support Engineer will provide system-level pre and post-sales support for Ciena’s customer base, focusing on troubleshooting and technical support for CIENA products, both remotely and on-site.

In Short

• Provide 24x7 remote technical support for CIENA products.
• Manage technical support cases from start to finish.
• Attend maintenance windows and perform on-call duties.
• Work with internal teams to resolve customer issues.
• Utilize debug tools for troubleshooting.
• Train newly hired Technical Support Engineers.
• Travel to customer sites globally as required.
• Communicate effectively with customers and internal teams.
• Contribute to knowledge base and documentation.
• Perform Resident Engineering functions as assigned.

Requirements

• Bachelor’s degree in a relevant technical field.
• 3 to 5 years of experience in telecommunications support.
• Knowledge of fiber optic transport systems.
• Experience with OTN, DWDM, and Carrier Ethernet protocols.
• Strong problem-solving skills.
• Excellent communication skills in English.
• Experience with Red Hat Linux and Unix is preferred.
• Ability to work under pressure and manage time effectively.
• Customer-focused with strong relationship-building skills.
• Willingness to work unusual hours as needed.

Benefits

• Flexible work environment.
• Opportunities for personal and professional growth.
• Supportive company culture.
• Engagement in meaningful social and community impact.
• Work-from-home options available.