Associate, Global Technical Support - New Grad 2025

About the position

As an Associate in Global Technical Support at Ciena, you will provide system-level post-sales support for CIENA's customer base. This role involves testing, troubleshooting, and offering remote technical support for CIENA products, requiring a solid understanding of fiber optic transport and switching protocols. You will work closely with senior engineers and other teams to resolve technical issues and contribute to documentation and knowledge sharing.

Responsibilities

• Provide system level post-sales support for CIENA's customer base.
• Test and troubleshoot CIENA products remotely.
• Offer 24x7 technical support via telephone or online as required.
• Review issues found in the field with senior engineers.
• Communicate with Design and Supply Chain on problems encountered.
• Utilize debug tools and lab research to assist customers with technical problems.
• Escalate incidents to senior engineers when necessary.
• Provide customer feedback to various departments including Quality Assurance and Product Management.
• Contribute to the publishing of MOP/ISB/FSB documents.
• Assist in maintaining and updating the knowledge base.

Requirements

• Bachelor's degree in a technical field (e.g., Engineering, Computer Science) with 0-3 years of related experience or equivalent education and experience.
• Foundation knowledge of fiber optic transport and/or switching equipment.
• Experience in a technical support role with an equipment vendor in the Telco industry is preferred.
• Basic problem-solving experience with OTN/SONET/SDH equipment and Carrier Ethernet equipment.
• Proficiency with Microsoft Office applications including Outlook, Word, and Excel.
• Ability to analyze, troubleshoot, and resolve problems effectively.
• Motivated self-starter with excellent time management skills.
• Understanding of transport and switching systems for telecommunications applications.
• Familiarity with various types of test equipment for optical and protocol testing.
• Good foundation knowledge of OTN, SONET/SDH/DWDM, and Carrier Ethernet protocols.

Nice-to-haves

• Experience with UNIX and SUN/Oracle systems.
• Knowledge of computers, data communications, and IP network experience.
• Experience with network management systems.

Benefits

• Medical, dental, and vision plans.
• Participation in 401(K) with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Company-paid holidays, paid sick leave, and vacation time.
• Paid Family Leave and other leaves of absence.