Ciena · 1 day ago
Senior Associate, Global Technical Support
United States
Full-time
Remote
Mid, Senior Level
$65K/yr - $127K/yrCiena is a global leader in high-speed connectivity with a commitment to a people-first approach. The Senior Associate, Global Technical Support will provide system level post-sales support to customers, including troubleshooting and remote technical support, while also collaborating with various teams to enhance customer experience.
CollaborationDeliverySoftwareTelecommunications
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Medical, dental, and vision plans
Participation in 401(K) (USA) & DCPP (Canada) with company matching
Employee Stock Purchase Program (ESPP)
Employee Assistance Program (EAP)
Company-paid holidays
Paid sick leave
Vacation time
Paid Family Leave and other leaves of absence
Company
Ciena
Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete.
Founded in 1992
5001-10000 employees
H1B Sponsorship
Ciena has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (21)
2023 (36)
2022 (44)
2021 (30)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-02-07IPO
1995-12-01Series C
1994-12-01Series B
Leadership Team
Gary Smith
President & CEO
Kevin Kimberlin
Co-Founder
Recent News
2026-01-06
2026-01-03
Company data provided by crunchbase