Senior Associate, Global Technical Support

3 days ago

Gurugram, India Ciena Full time

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.

How You Will Contribute:

  • Provide system-level post-sales support for Ciena's customer base, including testing, troubleshooting, and remote technical support for Ciena products.
  • Deliver remote technical support 24x7 as required, including on-call duty during evenings and weekends.
  • Offer on-site support to customers, addressing network planning, deployment, and technical design issues.
  • Collaborate with design and supply chain teams to address field issues and escalate incidents to senior engineers when necessary.
  • Utilize debug tools and lab research to aid in resolving technical problems and recover information for escalation.
  • Create, review, validate, and publish required documents such as MOP/ISB/FSB.
  • Contribute to the knowledgebase (KCS) and train newly hired Technical Support Engineers.

The Must Haves:

  • Bachelor's degree in a technical field (e.g., Engineering, Computer Science) or equivalent combination of education and experience, with 3–5 years of related experience.
  • Solid understanding of fiber optic transport and/or switching equipment operations.
  • Proven problem-solving expertise in SONET/SDH equipment, Carrier Ethernet equipment, or associated 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 with office software applications, including Microsoft Outlook, Word, and Excel.

Nice to Haves:

  • Experience in a technical support role with an equipment vendor in the telecom industry.
  • Familiarity with Element Management or Network Management systems.
  • Expertise in data communications protocols, including Ethernet and IP networks.
  • Experience with UNIX and SUN/Oracle systems.
  • Knowledge of DWDM, Carrier Ethernet protocols, and other switching/transport concepts.
  • Proficiency with optical and protocol testing equipment.
  • Strong customer focus and relationship-building skills.
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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.

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