Specialist, GCN, GCC - Global Customer Care

Company: Ciena
Location: Hanover
Posted on: June 2, 2025

Job Description:

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.How You Will Contribute:Reporting under Senior Manager, Global Technical Support as Specialist, Global Technical Support you will provide system level pre & post-sales support for CIENA's Customer base in the PST time zone. This includes testing, troubleshooting and remote technical support for CIENA products. You will need to have good understanding of the fiber optic transport and/or switching protocols. You may also involve on-site day to day interaction with the customer concerning all aspects of network planning, deployment and technical network issues and design.

• Provide remote technical support (via telephone or online) on identified CIENA products 24x7 when required. On call duty includes evenings andweekends.
• Review with senior engineer's issues found in the field and assist Communication with Design and Supply Chain on problems found
• Utilize debug tools as well as lab research to aid Customer's technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training
• Provide Customer feedback to Quality Assurance, Design, Product Management, Technical Publications and Training
• Contribute to publishing of MOP/ISB/FSB documents.
• Contribute to knowledge base (KCS)The Must Haves:
  • Bachelor's degree in technical field (e.g. Engineering, Computer Science) from a four-year college or university with 5 to 10 years related experience or equivalent combination of education and experience
  • Knowledge of the operation of fiber optic transport and/or L0 and L1.
  • Experience in a technical support role with an equipment vendor in the Telco industry.
  • Detail problem solving experience with Photonics concepts.
  • Ability to analyze, trouble-shoot and resolve problems
  • An understanding of transport and switching systems for telecommunications applications and Optical Networking
  • Familiar with various types of test equipment for optical and protocol testing
  • System level trouble shooting on fiber optic telecommunications transport and switching equipment.
  • Experience with network management systems would be beneficial
  • Must have the ability to communicate inEnglishlanguage both verbal and written#LI-BS1Pay Range: The annual pay range for this position in Canada is 79,300 - 126,700 CAD.The annual pay range for this position in US is $79,300 - $126,700.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.Not ready to apply? Join ourto get relevant job alerts straight to your inbox.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 anEqual 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.

Keywords: Ciena, Germantown , Specialist, GCN, GCC - Global Customer Care, Other , Hanover, Maryland