Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
Your Role
As a Technical Support Engineer, you will report to the Optical support Manager and will provide system level pre & post-sales support for CIENA's Customer base. This includes remote troubleshooting and technical support for CIENA products.

• This position may also include day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.
• Successful candidate may need to attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours.
• Successful candidates may also need to perform on-call duties 24x7 and work shifts, including public holidays and weekends when the business requires.
• Work with internal customer facing teams to manage customer issues.
• Perform the function of Customer Lead Engr (CLE) when assigned for specific accounts
  

Your Responsibilities

• Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
• Manage technical support cases/tickets end to end.
• Attend maintenance windows when needed.
• Be able to accept on-call duties outside of normal business hours including weekend and public holiday shifts when required.
• Provide on-site support to Customers where required.
• Communicate with Design and Supply Chain on problems / issues found in the field.
• 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
• Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
• Create, review, validate and publish required MOP/ISB/FSB documents.
• Contribute to knowledgebase (KCS)
• Help train newly hired Technical Support Engineers.
• Performs other duties related to the role as assigned, either in an office or remote location
• Perform a Customer Lead Engineer role for specific customers, as assigned.
• Perform Resident Engineering functions on-site or remote, as assigned.
  

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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.