Senior Associate, Global Technical Support

As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We're a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being-on and off the job. Connect with a career that matters.

Provide technical expertise that helps customers maintain reliable network operations and resolve complex product issues. This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. The position supports CIENA products in remote and on-site environments, including participation in on-call coverage when required.
How you will make an impact:

  • Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
  • Deliver on-site customer assistance when required.
  • Communicate field issues and product concerns with Design and Supply Chain teams.
  • Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.
  • Perform root cause analysis for customer technical issues.
  • Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.
  • Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.
The must haves:
  • Education: Bachelor's degree in a technical field such as Engineering or Computer Science from a four-year college or university.
  • Experience: 2+ years related experience or an equivalent combination of education and experience.
  • Experience in a technical support role with an equipment vendor in the telecommunications industry.
  • Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.
  • Application of troubleshooting and problem resolution techniques.
  • Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.
  • Ability to communicate effectively in English, both verbally and in writing.
Nice to haves:
  • Experience with Element Management Systems or Network Management Systems.
  • Utilization of optical and protocol test equipment.
  • Application of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.
  • Application of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.
  • Ability to build customer relationships and maintain a customer-focused approach.
  • Ability to contribute to or lead troubleshooting and problem resolution activities in a team environment.
  • Ability to manage challenging situations with customers and colleagues.
Pay Range:

USD 65,000 - 95,000

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.
Back to blog

Other Jobs To Apply

Hobby Lobby New Job Openings $30/Hour

Eddie Bauer Work From Home Jobs (Customer Support) $75000/Year

Manager, GTM - UCANZ (Contract)

Remote Account Support Specialist – Hulu Subscriber Retention & Escalation

[Remote] Senior Consultant, Account Services Management - Plano, Texas

Customer Service Rep (100% Work From Home)

Inside Sales Representative (Remote - Western Region)

Data Entry

Sr Patient Accounting Representative, Full Time, First Shift, Remote

Customer Service Representative - Lab (Remote)

Remote Jobs Wells Fargo, Wells Fargo Jobs Remote – Job ID- 403 Job ID- 2576

Aetna Cvs Work From Home

SAP MDG Enterprise Asset Management Functional Consultant Remote / Telecommute Jobs

ServiceNow Functional Lead 102420 Remote / Telecommute Jobs

Virtual Performance Integration Manager - GM Defense

REMOTE: Insurance Sales Representative

Virtual Health Technician II

English Screener

Clinical Application Specialist - Digital Implementation Services

Incident Response Consultant (Remote)

Staff Embedded Software Engineer, Virtualization

Field Medical Advisor, Oncology

Manager, Training Delivery (Remote)

Director, Creator & Affiliate Marketing

Senior AI Solutions Architect (RapidScale) (Remote)

Security Consulting Engineer(Remote)

Supervisor Employee Services Contact Center - REMOTE

Bilingual Spanish Part Time Retail Sales Consultant

Lead Strategist Project Based

Account Executive, SMB Team Sales - Miami, FL

[Remote] Senior Data Product Manager, CMC Digital

US Director of Medical Affairs (US DMA) – Infectious Diseases and Vaccines (Respiratory), Remote

Senior Product Service Specialist - Water Heaters (Remote - US Only - Must Reside in the Central ...

Lead Graphic Designer, Accessories (Remote)

Boeing Virtual Information Session - Fall 2026 [Remote]

Remote Operator (Spring, TX)

Marcus by Goldman Sachs, Complaints Specialist, Richardson, TX/Draper, UT

Staff Software Engineer at Block, Inc.: 100% Remote (New York, NY)

Community College Veterans Information Session with Bank of America

Principal Technical Writer - Customer Onboarding

CONFIGURATION SPECIALIST(MONDAY.COM)

Azure and GitHub Consultant

Finance Manager, Marketing

Amex Work From Home Jobs

Work From Home Jobs At Walmart $24/Hour

The Walt Disney Company is hiring: Remote Spanish Sports Video Content Creator i

Junior/Mid AI Video Artist (Full Remote - Worldwide)

Data Entry Clerk Work From Home - Part-Time Focus Group Participants (Up To $750/Week)

Online Typing Jobs (Remote Position)

SE Region for CDL A Drivers. Top 50% Avg. $81,172