Global Technical Support

**Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.**

Provide system level pre & post-sales support for CIENA’s Customer base. This includes testing, troubleshooting and remote technical support for CIENA products. A good understanding of the fiber optic transport and/or switching protocols is essential. Knowledge and experience with personal computers, Microsoft office suite of software. Basic expertise in data communications protocols including Ethernet and IP networks is required. Experience with UNIX and SUN/Oracle systems would be beneficial. This position may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.

SPECIFIC RESPONSIBILITIES
- Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. On call duty includes evenings and weekends.
- Review with senior engineers issues found in the field and assist Communication with Design and Supply Chain on problems found
- Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
- Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
- Contribute to publishing of MOP/ISB/FSB documents.
- Contribute to knowledge base (KCS)

EDUCATION AND EXPERIENCE
- Bachelor’s degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 3 to 6 years related experience or equivalent combination of education and experience
- Knowledge of the operation of fiber optic transport and/or L1/L2/L3 switching.
- Experience in a technical support role with an equipment vendor in the Telco industry.
- Detail problem solving experience with L1/L2/L3 switching
- Working Knowledge in Layer 0

CANDIDATE PROFILE
- Ability to analyze, trouble-shoot and resolve problems
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with mínimal supervision
- Familiar with various types of test equipment for optical and protocol testing
- System level trouble shooting on fiber optic telecommunications transport and switching equipment.
- Must be CCNA/CCNP certification.
- knowledge and demonstrated usage of Linux OS
- Experience with network management systems would be beneficial
- Strong background in relationship building and Customer focus
- Team player
- Ability to deal with stressful situations
- Must have the ability to communicate in **English** language both verbal and written

LI-C

**About Ciena**
**Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the **outcome. We** attract the best and brightest
- those with outstanding talent, motivation, and the right attitude to contribute to our success. Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values: Customer First, Integrity, Velocity, Innovation, and Outstanding People.**

**Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose. We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the **world. With** Ciena’s highly innovative, forward-thinking **business practices,** we reward people for pushing the **boundaries. Unlock** your potential at Ciena**

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**As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination.** **Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration **status. **If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation **measures required for you **to be assessed in a fair and equitable manner.