About the Job
Ciena, a global leader in high-speed connectivity, is seeking an Associate, Global Technical Support to join our customer-focused team. In this role, you will provide system-level post-sales support, troubleshooting, and remote technical assistance for Ciena’s products. You will serve as the Customer Lead Engineer for specific accounts, ensuring 24/7 support when needed and occasional on-site assistance.
As an Associate, Global Technical Support, you’ll collaborate closely with design, supply chain, QA, and product teams to resolve technical issues, escalate complex problems, and contribute to documentation and knowledge resources. This role is ideal for engineers passionate about optical networking and delivering exceptional customer experiences.
Key Responsibilities
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Provide remote and on-site technical support for Ciena customers, including troubleshooting and testing of DWDM and fiber optic systems.
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Act as the Customer Lead Engineer for assigned accounts, ensuring timely issue resolution and escalation when needed.
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Collaborate with Design, Supply Chain, QA, Product Management, and Training teams to address technical problems and provide customer feedback.
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Use debug tools, lab research, and diagnostic techniques to resolve issues efficiently.
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Document and publish Method of Procedures (MOP), ISB/FSB documents, and knowledge base articles (KCS).
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Mentor and train junior Technical Support Engineers to develop team expertise.
Required Qualifications
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Bachelor’s degree in Engineering, Computer Science, or a related technical field.
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Hands-on experience with DWDM technology, fiber optic transport, and/or switching equipment.
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Previous technical support experience with a telecommunications or equipment vendor.
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Excellent communication and problem-solving skills.
Preferred Skills & Certifications
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Basic knowledge of OTN and related technologies.
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Scripting or automation experience.
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CE-A (Carrier Ethernet-Associate) or OC-A (Optical Communications-Associate) certifications.
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Experience with transport and switching systems for telecom and optical networking applications.
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Familiarity with optical and protocol testing equipment for system-level troubleshooting.
Compensation & Benefits
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Canada: $64,800 – $126,700 annually | USA: $63,100 – $126,700 annually
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Eligible for discretionary incentive bonuses (non-sales roles) or commissions (sales roles)
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Comprehensive benefits including medical, dental, vision, 401(k) or DCPP with company match, Employee Stock Purchase Program (ESPP), paid holidays, sick leave, vacation, and paid family leave
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Inclusive, flexible, and supportive work culture
Why Ciena
Ciena values people-first culture, diversity, and inclusion. We foster an environment where employees feel respected, valued, and heard. Our teams enjoy a flexible work environment focused on professional growth, well-being, and meaningful impact.
Ciena is an Equal Opportunity Employer. We provide accommodations for applicants with disabilities or protected veteran status—contact us to discuss any necessary measures during the application process.