Sr Associate, Global Technical Support

Sr 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.

Are you ready to make an impact in the telecommunications industry by delivering exceptional technical support for cutting-edge network management solutions? Ciena is seeking an Sr Associate, Global Technical Support to provide system-level pre- and post-sales support for our global customer base. In this role, you'll troubleshoot complex issues, mentor new engineers, and contribute to the success of Ciena's innovative products in a fast-paced, customer-focused environment.

In this role you must be available for onsite, in-person training and mentoring for approximately six months, followed by a hybrid work model.

How You Will Contribute:

• Answer incoming calls from global customers, document inquiries, and capture detailed information for technical investigations.
• Provide remote technical support for Ciena's network management products across multiple communication channels (phone, email, chat).
• Troubleshoot and resolve platform issues, performance problems, and configuration challenges promptly and professionally.
• Perform on-call duties 24x7, including shifts during public holidays and weekends as required.
• Recover and validate information necessary to escalate issues to senior engineers.
• Utilize debug tools and lab research to advance customer problem resolution.
• Provide customer feedback to internal teams to drive product improvements.
• Contribute to the technical knowledge base (KCS) with insights and solutions.
• Mentor newly hired Technical Support Engineers, helping them grow and succeed.

The Must Haves:

• Excellent verbal and written communication skills in English.
• Bachelor's degree in Engineering, Computer Science, or related technical field, or equivalent combination of education and experience.
• 3+ years of experience in a customer support role, preferably in telecommunications.
• Hands-on knowledge of Linux operating systems.
• Familiarity with virtualized and cloud environments (VMware ESXi, OpenStack, GCP) and container services (Docker, Ansible).
• Understanding of Micro-Services software architectures, SDN, and Network Management/Automation/Orchestration concepts.
• Knowledge of security protocols, including Radius authentication.
• Strong domain expertise in Restful APIs, websockets, Python scripting, and open-source tools like Swagger and Postman.

The Assets:

• Experience with transport and switching systems for telecommunications applications.
• Knowledge of Optical Networking and data communications protocols, including Ethernet and IP networks.
• Ability to analyze, troubleshoot, and resolve problems in stressful situations.
• Strong interpersonal skills to communicate technical concepts to both technical and non-technical stakeholders.
• Motivated self-starter with excellent time management skills and a willingness to learn new concepts.
• Customer-oriented mindset with a commitment to delivering exceptional service.
• Availability for onsite, in-person training and mentoring for approximately six months, followed by a hybrid work model.
• Ability to work independently and prioritize tasks effectively in a dynamic environment.