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:     

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
• The engineer's shift timings may be outside Indian business hours and may include weekend shifts as well for having for 24x7 support coverage of identified CIENA products.
• Provide on-site support to Customers where required.
• Utilize debug tools as well as lab research to aid Customer’s technical problem.
• Recover information necessary to escalate the incident or issue to next level Support team.
• Debugging the customer faults on DWDM/OTN Technology & providing solution to customer using standardized method
• Good understanding of OTN/DWDM alarms structure to analyze the customer issue quickly.
• Contribute to knowledgebase (KCS)
• Performs other duties as assigned.
• Travel to customer sites and Ciena locations globally as required.
• Clear understanding of Technical Support industry and the application within Ciena products such as 6500, RLS and Wave server will be added advantage.

The Must Haves:

• Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 3 to 6 years related experience or equivalent combination of education and experience
• Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology and the applications to Ciena equipment Carrier Ethernet enterprise equipment and associated fiber optic facilities
• Good understanding & knowledge of the operation of fiber optic transport and/or switching equipment.
• More than 3 years of experience in a technical support role with an equipment vendor in the Telco industry.

Nice to Have:

• Good Communication skills as Telephony support will also be provided to global customer as part of this role.
• Proven problem-solving experience 
• Fundamental understanding of Telecommunication industry

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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.