Associate Technical Support CPO - Remote Eligible

Technical Support Engineer

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.

Your Role

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
• Provide on-site support to Customers where required.
• Communicate with Design and manufacturing on problems/issues found in the field.
• Utilize debug tools as well as lab research to aid Customer's technical problem.
• Recover information necessary to escalate the incident or issue to Design, Product/Project Management, Documentation, or Training
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Mentor, train newly hired as well as advancing Technical Support Engineers.
• Performs other duties as assigned.
• Travel to customer sites and Ciena locations globally as required.

What Does Ciena Expect of You?

• Initiative – you're a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities and largely driven by the software development process.
• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – with an ability to influence, you're able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve.

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.
• Very knowledgeable of the operation of fiber optic transport and/or switching equipment.

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.