Specialist, Global Technical Support

Ciena
Baltimore
Workplace: OnsiteFull timeUSD 149,136 - 160,900 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Troubleshooting","Diagnostic skills","Customer relationship management","Technical documentation","Technical escalation"]

Provide on-site and on-call technical support for Ciena’s fiber-optic telecommunications transport and switching products, diagnosing and troubleshooting complex system-level issues. Build strong client relationships, work with internal teams (QA, Development, Product Management, Technical Publications, Training) to relay customer feedback, and create required customer-facing documents (e.g., field bulletins, root cause analyses). Manage trouble tickets with customers’ NOCs and serve as a technical escalation path for regional support.

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FursaFursa
Ciena
Ciena
4 days ago

Specialist, Global Technical Support

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Last checked: 7 hours agoStatus: Live

Job Summary

Provide on-site and on-call technical support for Ciena’s fiber-optic telecommunications transport and switching products, diagnosing and troubleshooting complex system-level issues. Build strong client relationships, work with internal teams (QA, Development, Product Management, Technical Publications, Training) to relay customer feedback, and create required customer-facing documents (e.g., field bulletins, root cause analyses). Manage trouble tickets with customers’ NOCs and serve as a technical escalation path for regional support.
Location: Baltimore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide on-site technical support on covered Ciena products and participate in on-call support evenings and weekends for critical events.
  • •Diagnose, troubleshoot, and debug complex system-level issues on fiber optic telecommunications transport and switching equipment using debug tools and lab research.
  • •Establish and maintain strong technical support relationships with assigned clients, including working directly with the customer NOC to open and manage trouble tickets.
  • •Create, review, validate, and publish required customer-facing documents such as Method of Procedures, Field Service Bulletins, and Root Cause Analysis reports.
  • •Verify and report design, reliability, and maintenance problems/defects to engineering teams and act as a technical escalation path when required.
Travel: High travel

Pay and Benefits

Salary: USD 149,136 - 160,900 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid HolidaysPaid LeaveEmployee Assistance

Key Requirements

  • •Bachelor's degree (Engineering, Computer Science, or related) or foreign degree, plus five (5) years of experience in the job offered or a Computer Systems Analyst-related occupation.
  • •5+ years providing post-sales technical support for OME 6500, Waveserver, RLS, CPL, and OM 5200.
  • •Experience using network design tools such as OnePlanner or Optical Modeler.
  • •Experience with network management software including One Control, OMEA, or MCP.
  • •Hands-on troubleshooting of SONET/SDH, OTN, Carrier Ethernet, OSPF/IS-IS, TCP/IP, Photonics, DWDM with RAMAN, and ROADM; plus relevant OS/database/test tools and APIs (e.g., Python/Swagger/Postman).
Experience:5+ yearsTelecommunicationsNetworking
Education:Bachelor's in Engineering, Computer Science, or related field
Skills:TroubleshootingDiagnostic skillsCustomer relationship managementTechnical documentationTechnical escalation
Tech Stack:OnePlannerOptical ModelerOne ControlOMEAMCPSONET/SDHOTNCarrier EthernetOSPFIS-ISTCP/IPPhotonicsDWDMRAMANROADMUNIXLINUXVXworksOracleMySQL

Company Brief

Ciena
Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hanover, United States
Founded: 1992
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn