Provide expert technical support for global customers by diagnosing and resolving complex optical and networking issues, managing escalations, collaborating with engineering and product teams, documenting cases, and sharing knowledge to improve support processes and customer experience.
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.
Join a team that’s shaping the future of high‑speed connectivity. As an Associate in Global Technical Support, you will help customers around the world keep their adaptive networks running at peak performance. This role is ideal for a technically curious problem‑solver who thrives in a fast‑paced, customer‑focused environment and wants to grow with a global leader in networking systems, automation software, and services.How You Will Contribute:
- Deliver expert technical support for global customers by diagnosing and resolving complex product and system issues.
- Manage case escalations with clarity and professionalism while maintaining strong customer relationships.
- Collaborate with engineering, product development, and sales teams to drive resolution and identify improvement opportunities.
- Apply advanced troubleshooting methods to determine root causes in networking and Linux environments.
- Document case activity, including problem details, steps taken, and final solutions, in the case management system.
- Present technical information clearly to internal and external audiences.
- Support knowledge sharing, innovation, and continuous improvement within the support organization.
- 0–2+ years of experience in technical support or a similar customer‑facing technical role.
- Strong understanding of Optical/DWDM/OTN/SONET/SDH technologies and TCP/IP networking.
- Proficiency with Linux, including command‑line troubleshooting.
- Demonstrated problem‑solving and analytical skills.
- Excellent oral communication and presentation capabilities.
- Ability to manage time effectively in high‑pressure environments.
- Commitment to delivering an outstanding customer experience.Nice to Haves:
- Hands‑on experience on Ciena Optical products like 6500, RLS, Waveserver family
- Exposure to global enterprise customers or large‑scale networks.
- Familiarity with case management or CRM tools.
- Knowledge of scripting for automation or diagnostics.
- Understanding of cloud‑based networking concepts.
- Experience collaborating across cross‑functional technical teams.
- Interest in innovation and process optimization.
- Hands‑on experience on Ciena Optical products like 6500, RLS, Waveserver family
- Exposure to global enterprise customers or large‑scale networks.
- Familiarity with case management or CRM tools.
- Knowledge of scripting for automation or diagnostics.
- Understanding of cloud‑based networking concepts.
- Experience collaborating across cross‑functional technical teams.
- Interest in innovation and process optimization.
#LI-MP2
Not ready to apply? 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.
Top Skills
Optical,Dwdm,Otn,Sonet,Sdh,Tcp/Ip,Linux,Command-Line,Scripting,Cloud-Based Networking,Ciena 6500,Rls,Waveserver,Crm,Case Management
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Lead COE activities within the Enterprise Security Risk Office: build and maintain reports, track and remediate security risks, support assessments (NIST, NYDFS, EIRA), and coordinate with XISOs and executives to drive security reporting and follow-up.
Top Skills:
Nist,Iso 27001,Gdpr,Ccpa
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Perform data research, analysis, and validation of pharmacy claims to support commercial accounts. Create reports, automate templates, provide recommendations, collaborate with internal teams, and improve processes to ensure data accuracy and actionable insights.
Top Skills:
Microsoft Excel,Sql,Rxclaim
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Design and develop scalable full-stack systems using Java/Spring and modern front-end frameworks. Lead feature development, mentor engineers, build cloud-native microservices on Azure, implement observability and security best practices, troubleshoot production issues, and drive modernization including AEM integration and AI/ML tooling to improve developer productivity and application performance.
Top Skills:
Java,Spring Boot,Spring Webflux,Spring Mvc,React,Angular,Javascript,Html/Css,Node.Js,Adobe Experience Manager (Aem),Sling Models,Osgi,Rest,Graphql,Azure,Aks,App Service,Azure Functions,Key Vault,Api Management,Cosmos Db,Dynatrace,Splunk,Opentelemetry,Oauth,Oidc,Jwt,Copilot,Bff
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
