Senior Associate, Global Technical Support
Core
Provide technical expertise to maintain reliable network operations and resolve complex product issues for Ciena's high-speed connectivity infrastructure.
Role type
Senior Associate Technical Support Engineer (Telecommunications)
Builds
Remote and on-site support for Ciena networking products
Domain
Telecommunications / High-speed connectivity infrastructure
Deliverable
client delivery
Required skills
System-level troubleshooting (Layer 2/4, DCN), Root cause analysis, Debug tools usage, Technical documentation creation, Cross-functional collaboration
Preferred skills
Element/Network Management Systems experience, Optical and protocol test equipment usage, Layer 2/3 technologies (Bridging, VLANs, OSPF, BGP, MPLS, Segment Routing), Customer relationship management
Technologies
Microsoft Office Suite, Outlook, Word, Excel, Layer 2/4 networks, DCN networks, Element Management Systems, Network Management Systems, Optical test equipment, MPLS-TP, Segment Routing
Responsibilities
Deliver remote technical assistance with 24x7 on-call coverage, Perform on-site customer assistance when required, Communicate field issues to Design and Supply Chain teams, Utilize debug tools to diagnose and escalate incidents, Perform root cause analysis for technical issues, Create and validate MOP, KB, and FSB documentation
Seniority
Mid-level, hands-on IC