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 are a technology company that leads with our humanity, driving our business priorities alongside meaningful social, community, and societal impact. Your main responsibilities will include providing remote technical support (via telephone or online) for identified CIENA products 24x7 when required. The engineer's shift timings may be outside Indian business hours and may include weekend shifts as well to ensure 24x7 support coverage of identified CIENA products. You will also be required to provide on-site support to Customers when necessary. Utilizing debug tools and lab research to aid Customers with technical problems will be a key part of your role. Additionally, you will need to recover information necessary to escalate incidents or issues to the next level Support team. Debugging customer faults on DWDM/OTN Technology and providing solutions to customers using standardized methods is also part of the job. Having a good understanding of OTN/DWDM alarms structure to quickly analyze customer issues is essential. Contributing to the knowledgebase (KCS) and performing other assigned duties will also be expected. Travel to customer sites and Ciena locations globally may be required. A clear understanding of the Technical Support industry and its application within Ciena products such as 6500, RLS, and Wave server will be an added advantage. The Must Haves: - Bachelor's degree in a technical field (e.g. Engineering, Computer Science) from a four-year college or university with 3 to 6 years of related experience or equivalent combination of education and experience - Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology, and applications to Ciena equipment Carrier Ethernet enterprise equipment and associated fiber optic facilities - Good understanding and knowledge of the operation of fiber optic transport and/or switching equipment - More than 3 years of experience in a technical support role with an equipment vendor in the Telco industry Nice to Have: - Good Communication skills as Telephony support will also be provided to global customers as part of this role - Proven problem-solving experience - Fundamental understanding of the Telecommunication industry If you are not ready to apply yet, you can join our Talent Community to get relevant job alerts straight to your inbox. 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. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.,