Ciena

Senior Associate, Global Technical Support

Ciena

full-time

Posted on:

Location Type: Hybrid

Location: Gurugram • India

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Job Level

Senior

Tech Stack

Switching

About the role

  • 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

Requirements

  • 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
Benefits
  • flexible work environment
  • individual growth
  • well-being
  • belonging
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Optical Transport Network (OTN)Synchronous Optical Network (SONET)Synchronous Digital Hierarchy (SDH)Dense Wavelength Division Multiplexing (DWDM)network protocolsEthernetIPdiagnostic toolstechnical supporttroubleshooting
Soft Skills
analytical skillscommunication skillscustomer-focused skillscollaborationrelationship building