Senior Associate, Global Technical Support - NMS

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 system-level pre and post-sales support for Ciena’s global customer base, focusing primarily on network management systems.

• Test, troubleshoot, and deliver remote technical support for Ciena products, ensuring seamless functionality and customer satisfaction.

• Collaborate with customers on-site or remotely to address network planning, deployment, and technical network issues, offering expert guidance on design and optimization.

• Manage technical support cases/tickets from initiation to resolution, ensuring timely and effective solutions.

• Utilize debugging tools and lab research to diagnose and resolve technical issues, escalating complex problems to senior engineers when necessary.

• Contribute to the development of Method of Procedure (MOP), Internal Service Bulletin (ISB), and Field Service Bulletin (FSB) documents.

• Serve as the Customer Lead Engineer for specific accounts, performing resident engineering functions and traveling globally as required.
   

The Must Haves:

• Bachelor’s degree in a technical field such as Electronics and Communications Engineering, Computer Science, Computer Engineering, or Information Technology.

• 3-5 years of relevant experience in telecommunications or IT, with a strong technical background.

• Proficiency in Linux Red Hat operating systems, including installation and maintenance of Linux-based servers or network management systems.

• Solid understanding of Dockers, Containers, APIs, and SQL.

• Ability to analyze, troubleshoot, and resolve complex technical issues independently.
   

Nice to Haves:

• Experience in a technical support role with a telecommunications equipment vendor.

• Knowledge of server log analysis, Python scripting, and SQL database management.

• Familiarity with network management systems, packet networking, and IP routing protocols (e.g., IPV4, IPV6, OSPF).

• Expertise in fiber optic telecommunications transport and switching equipment.

• Strong communication skills in English, both verbal and written, with proficiency in Microsoft Office applications.

• Self-motivated and capable of working independently or outside traditional office settings.
   

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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.