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.

At Ciena, this role strengthens our commitment to delivering exceptional customer experiences by ensuring reliable, high‑performance network operations. It plays a key part in supporting global service providers through expert technical guidance, deep problem‑solving, and hands‑on collaboration that keeps critical optical networks running efficiently.

How you will make an impact :

 • Provide advanced post‑sales technical support for Ciena networking systems through remote and on‑site engagement
• Analyze, troubleshoot, and resolve complex issues across Optical Transport Network (OTN), Synchronous Optical Network (SONET)/Synchronous Digital Hierarchy (SDH), Dense Wavelength Division Multiplexing (DWDM), and related transport technologies
• Conduct in‑depth lab investigations and apply diagnostic tools to isolate and escalate issues when needed
• Collaborate cross‑functionally with Engineering, Quality Assurance, Product Management, Technical Publications, and Training teams to channel customer insights and support product improvements
• Prepare, validate, and publish customer‑facing documentation, bulletins, and knowledge‑base content
• Act as Customer Lead Engineer for designated accounts, fostering strong technical relationships
• Support global customer deployments, including travel as required

The must haves:

• Bachelor’s degree in Engineering, Computer Science, or a related technical field, plus 2–6 years of relevant experience
• Proven experience in technical support for telecommunications transport or switching systems
• Strong knowledge of optical transport technologies including Optical Transport Network (OTN), Dense Wavelength Division Multiplexing (DWDM), and SONET/SDH
• Demonstrated ability to diagnose system‑level issues using optical and protocol test equipment
• Hands‑on expertise with network protocols including Ethernet and IP
• Proficiency with Microsoft Office applications
• Strong analytical, communication, and customer‑focused skills

Nice to haves:

• Experience with wet‑plant equipment, Submarine Line Terminating Equipment (SLTE), or subsea network technology
• Background in Element Management Systems (EMS) or Network Management Systems (NMS)
• Experience supporting subsea spans or long‑haul optical networks
• Familiarity with Ciena platforms and software tools
• Prior experience contributing to technical knowledge bases or customer documentation

Note:- This role requires a hybrid work model. Candidates located within a reasonable distance of a Ciena office must be willing to work from the office 60% to 80% of the time. Flexibility will be considered based on individual circumstances and business needs.

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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.