Senior Associate, Global Technical Support

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 mus