Senior 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.

How You Will Contribute:

• Reporting to the Senior Manager, Global Technical Support, as an Associate, Global Technical Support, you will provide system level post-sales support to Ciena’s customers, including testing, troubleshooting and remote technical support.
• You will play a Customer Lead Engineer roll for specific customers, providing remote technical support (via telephone or online) for identified Ciena products 24 x 7 when required, including evenings and weekends. You will provide on-site support to customers, when required.
• You will be responsible for communicating with the Design and Supply Chain teams relative to issues found in the field. You will use debug tools as well as lab research to resolve the customer’s technical problem.
• You will amass information necessary to raise incidents/issues to senior engineers. Escalation may eventually include engineering/design, product/project management, documentation, and/or training.
• You will partner with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• You will create, review, validate and publish required MOP/ISB/FSB documents and contribute to the knowledgebase (KCS).
• You will train and mentor junior Technical Support Engineers.

The Must Haves:

• Bachelor’s degree in A technical field (e.g. Engineering, Computer Science) coupled with technical support experience with an equipment vendor in the Telco industry.
• Hands on knowledge of DWDM Technology, the operation of fiber optic transport and/or switching equipment.
• Exceptional communication skills.

Assets:

• Basic knowledge of OTN and related technology.
• Any scripting language or experience in Automation
• CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications.·
• 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, system level troubleshooting on fiber optic telecommunications transport and switching equipment.

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Pay Range:

The annual pay range for this position in Canada is $64,800 - $126,700.

The annual pay range for this position in US is $63,100 - $126,700. 

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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.