Ciena
Senior Associate, Global Technical Support
Remote-US · Senior
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About the role
- We're a technology company shaping the future of networking, guided by innovation, integrity, and collaboration.
- This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing.
- Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
Responsibilities
- 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.
- At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.
- Communicate field issues and product concerns with Design and Supply Chain teams.
- Perform root cause analysis for customer technical issues.
- Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.
- Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.
- Experience in a technical support role with an equipment vendor in the telecommunications industry.
Requirements
- Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.
Compensation
- USD 65,000 - 95,000
- Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business.
- Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.
- Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission.
- In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time.
Benefits
- Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
Equal opportunity
- If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
This listing is sourced directly from Ciena's careers page and normalized into a canonical job model.