Ciena is looking for a Global Technical Support Engineer for our Converged Packet Optical Platform. You will provide critical system-level pre and post-sales support to our global customer base, ensuring the smooth operation and deployment of Ciena's networking solutions. This role involves troubleshooting complex technical issues, supporting network planning, and acting as a primary technical contact for customers.

What You'll Do

Provide remote 24x7 technical support via phone or online for identified Ciena products when required.
Manage technical support cases and tickets from start to finish.
Attend scheduled maintenance windows as needed.
Provide on-site support to customers globally when required.
Communicate field problems to Design and Supply Chain teams.
Utilize debug tools and lab research to resolve customer technical problems.
Recover information for escalating incidents to senior engineers.
Work with Quality Assurance, Design, Product Management, and other internal teams to provide customer feedback.
Create, review, validate, and publish Method of Procedure (MOP) and Field Service Bulletin (FSB) documents.
Contribute to the internal knowledgebase (KCS).
Help train newly hired Technical Support Engineers.
Perform a Customer Lead Engineer role for specific assigned accounts.
Perform Resident Engineering functions on-site or remotely, as assigned.
Travel to customer sites and Ciena locations globally.
Work with internal customer-facing teams to manage and resolve customer issues.

What We're Looking For

Bachelor’s degree in a relevant technical field (Electronics, Communication Engineering, Computer Science).
3 to 5 years of related experience in telecommunications, preferably in a technical support role.
Experience in operation, maintenance, and troubleshooting of fiber optic transport systems and technologies including DWDM, ASON, OSRP, ROADMs, Raman Amplification, and OTN.
Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management.
Carrier Ethernet and networking knowledge, including protocols like OSPF, MPLS, and BGP.
Proven track record in technical support and customer service.
Ability to communicate effectively in English, both verbally and in writing.

Nice to Have

Extensive knowledge of OTN, SONET/SDH/DWDM, and Carrier Ethernet.
Experience with the Red Hat Linux operating system; Unix/Solaris is an advantage.
Technical support experience with a telecom equipment vendor.
Problem-solving expertise with Optical Transmission or Carrier Ethernet equipment.
Ciena CE (Carrier Ethernet) or OC (Optical Communications) certification.
Proficiency with Microsoft Outlook, Word, and Excel.
Strong system-level troubleshooting skills on fiber optic transport and switching equipment.
Knowledge of data communications and packet/IP networks.
Excellent customer service skills and the ability to work with customers on technical and management levels.
Motivated self-starter with excellent time management skills.
Ability to deal with stressful situations and accept continuous unusual work hours at short notice.

Technical Stack

Optical: DWDM, ASON, OSRP, ROADMs, Raman Amplification, OTN
Networking: OSPF, MPLS, BGP
Operating Systems: Red Hat Linux, Unix, Solaris

Work Mode

This is a hybrid position with a global scope. You will be expected to travel to customer sites and Ciena locations worldwide as required.

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.