Senior Associate, Global Technical Support - Optical

As a Senior Associate in Global Technical Support at Ciena, you will play a crucial role in providing 24x7 remote and on-site post-sales technical support for various Ciena products, focusing on fiber optic transport systems and network planning. Your expertise in SONET/SDH, OTN, and Carrier Ethernet technologies will be essential in troubleshooting technical issues and collaborating with different teams to enhance system performance. **Key Responsibilities:** - Provide system-level post-sales support, including testing, troubleshooting, and remote technical assistance for Ciena products. - Deliver 24x7 remote technical support and be available for on-call duties during evenings and weekends. - Offer on-site support to customers, addressing network planning, deployment, and technical design challenges. - Collaborate with design and supply chain teams to resolve field issues and escalate incidents when necessary. - Use debug tools and lab research for technical issue resolution and information recovery. - Create, review, validate, and publish necessary documents such as MOP/ISB/FSB. - Contribute to the knowledgebase (KCS) and participate in training newly hired Technical Support Engineers. **Qualifications Required:** - Bachelors degree in a technical field (e.g., Engineering, Computer Science) or equivalent education and experience, with 3-5 years of related experience. - Solid understanding of fiber optic transport and/or switching equipment operations. - Proven problem-solving skills in SONET/SDH equipment, Carrier Ethernet equipment, or related fiber optic facilities. - Basic knowledge of OTN (Optical Transport Network) and related technologies. - CE-A (Carrier Ethernet-Associate) and OC-A (Optical Communications-Associate) certifications. - Proficiency in office software applications, including Microsoft Outlook, Word, and Excel. **Additional Company Details:** At Ciena, we prioritize a people-first approach, fostering a culture that emphasizes a flexible work environment to support individual growth, well-being, and belonging. As a technology company, we lead with our humanity, aligning our business priorities with significant social, community, and societal impact. We are committed to building an inclusive environment where diversity is valued, and every employee is respected, heard, and treated as an individual. Ciena is an Equal Opportunity Employer, including disability and protected veteran status. If you require any accommodation measures in relation to a job opportunity at Ciena, please advise us.,