Specialist, Global Technical Support

Job description

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. The annual pay range for this position is $149,136.00 - $160,900.00/year Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available. Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. Duties: Provide on-site technical support on covered Ciena products. Provide on-call support evenings and weekends for critical events. Establish and maintain a strong technical support relationship with assigned clients. Utilize debug tools as well as lab research to verify and resolve customer’s technical problems and, if necessary, gather the information necessary to escalate the incident or issue to GPS. Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment. Work with Quality Assurance, Development, Product Management, Technical Publications, and Training to provide customer feedback. Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports. Verify and report design, reliability and maintenance problems or defects to the engineering teams and communicate with engineering and manufacturing on problems found in the field. Contribute to customer support knowledgebase. Work directly with the Customer’s NOC to open and manage trouble tickets. Act as a technical consultant to other Technical Support functions and others in the company. Act as technical escalation path for regional support groups and peer engineers, if required. Up to 50% travel required. May telecommute from anywhere in the United States. Requirements: Employer will accept a Bachelor's degree or foreign degree in Engineering, Computer Science, or related field and five (5) years of experience in the job offered or in a Computer Systems Analyst-related occupation. Position requires 5 years of experience in: Providing post-sales support on the following product lines: OME 6500, Waveserver, RLS, CPL, OM 5200; Using network design tools such as OnePlanner or Optical Modeler; Network Management software such as One Control, OMEA, or MCP; SONET/SDH, OTN, Carrier Ethernet, Interior Gateway Protocols (OSPF, IS-IS), TCP/IP, Photonics, DWDM with RAMAN solutions integrated or ROADM; Computers and servers, operating systems and databases such as UNIX, LINUX, VXworks, Oracle, or MySQL; Test equipment such as traffic generators, OSA, OTDR, or power meters; and Restful APIs, websockets, python scripting or Swagger, and postman. #LI-DNI Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available. Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. 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.