资深助理，全球技术支持
Senior Associate, Global Technical Support
作为高速连接领域的全球领导者，Ciena 构建了推动人工智能时代的基础设施。我们是一家技术公司，正在塑造网络的未来，以创新、诚信和协作为指导。通过发展机会、有意义的工作和灵活性，Ciena 支持员工的成长与福祉——在工作中和工作之外。加入一项有意义的职业。
提供技术支持，帮助客户保持可靠的网络运行并解决复杂的产品问题。该职位通过技术问题解决、跨职能协作和持续的知识共享来促进客户成功。该职位支持远程和现场环境中的 CIENA 产品，包括在需要时参与值班安排。
您将产生的影响：
- 为指定的 CIENA 产品提供远程技术支持，包括在需要时提供 24x7 值班支持。
- 在需要时提供现场客户支持。
- 与设计和供应链团队沟通现场问题和产品关注点。
- 使用调试工具和实验室研究来诊断客户问题，并提供必要的技术信息进行事件升级。
- 对客户技术问题进行根本原因分析。
- 与质量保证、设计、产品管理、技术文档和培训团队协作，分享客户反馈。
- 创建、审查、验证和发布 MOP、KB 和 FSB 文档，并为知识库做出贡献。
必备条件：
- 教育：在工程或计算机科学等技术领域获得四年制大学或学院的学士学位。
- 经验：相关工作经验 2 年以上，或教育和经验的同等组合。
- 在电信行业设备供应商中担任技术支持角色的经验。
- 使用 Microsoft Outlook、Microsoft Word、Excel 和相关软件应用程序。
- 应用故障排除和问题解决技术。
- 接触 Layer 2/4 网络及相关的 DCN 网络系统级故障排除。
- 能够有效使用英语进行口头和书面沟通。
加分项：
- 具有元件管理系统或网络管理系统的经验。
- 使用光和协议测试设备。
- 应用 Layer 2 技术，包括桥接/交换、VLAN、QinQ、CFM 服务、G.8032 架构和 MPLS-TP。
查看英文原文
As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.
Provide technical expertise that helps customers maintain reliable network operations and resolve complex product issues. This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. The position supports CIENA products in remote and on-site environments, including participation in on-call coverage when required.
How you will make an impact:
- Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.
- Deliver on-site customer assistance when required.
- Communicate field issues and product concerns with Design and Supply Chain teams.
- Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.
- 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.
The must haves:
- Education: Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university.
- Experience: 2+ years related experience or an equivalent combination of education and experience.
- Experience in a technical support role with an equipment vendor in the telecommunications industry.
- Utilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.
- Application of troubleshooting and problem resolution techniques.
- Exposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.
- Ability to communicate effectively in English, both verbally and in writing.
Nice to haves:
- Experience with Element Management Systems or Network Management Systems.
- Utilization of optical and protocol test equipment.
- Application of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.
- Application of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.
- Ability to build customer relationships and maintain a customer-focused approach.
- Ability to contribute to or lead troubleshooting and problem resolution activities in a team environment.
- Ability to manage challenging situations with customers and colleagues.
Pay Range:
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. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.
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.
Originally posted on Himalayas