Provide advanced post‑sales technical support for Ciena networking systems through remote and on‑site engagement
Analyze, troubleshoot, and resolve complex issues across Optical Transport Network (OTN), Synchronous Optical Network (SONET)/Synchronous Digital Hierarchy (SDH), Dense Wavelength Division Multiplexing (DWDM), and related transport technologies
Conduct in‑depth lab investigations and apply diagnostic tools to isolate and escalate issues when needed
Collaborate cross‑functionally with Engineering, Quality Assurance, Product Management, Technical Publications, and Training teams to channel customer insights and support product improvements
Prepare, validate, and publish customer‑facing documentation, bulletins, and knowledge‑base content
Act as Customer Lead Engineer for designated accounts, fostering strong technical relationships
Support global customer deployments, including travel as required

Bachelor’s degree in Engineering, Computer Science, or a related technical field, plus 2–6 years of relevant experience
Proven experience in technical support for telecommunications transport or switching systems
Strong knowledge of optical transport technologies including Optical Transport Network (OTN), Dense Wavelength Division Multiplexing (DWDM), and SONET/SDH
Demonstrated ability to diagnose system‑level issues using optical and protocol test equipment
Hands‑on expertise with network protocols including Ethernet and IP
Proficiency with Microsoft Office applications
Strong analytical, communication, and customer‑focused skills

Senior Associate, Global Technical Support

Key skills