Associate, Global Technical Support
Ciena
Job Overview
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Job Description
About Ciena
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, 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.
The Must Haves
- 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.
Key skills/competency
- Technical Support
- Optical Networking
- Linux Troubleshooting
- Customer Service
- Problem Solving
- TCP/IP Networking
- Network Diagnostics
- Case Management
- Collaboration
- Communication Skills
How to Get Hired at Ciena
- Research Ciena's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to understand the company's people-first approach.
- Tailor your resume: Customize your resume to highlight experience in technical support, networking (Optical/DWDM/OTN/SONET/SDH, TCP/IP), and Linux, specifically for the Associate, Global Technical Support role at Ciena.
- Showcase problem-solving skills: Prepare specific examples demonstrating your ability to diagnose complex technical issues, perform root cause analysis, and provide expert solutions in customer-facing technical roles.
- Highlight communication prowess: Practice articulating complex technical information clearly and professionally for both internal and external audiences, emphasizing your commitment to outstanding customer experience.
- Demonstrate networking knowledge: Be ready to discuss your understanding of high-speed connectivity, Ciena optical products (if applicable), cloud networking concepts, and exposure to large-scale network environments.
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