Senior Associate, Global Technical Support - Optical

📋 Description

• • Own the end-to-end post-sales journey for Ciena’s flagship optical transport portfolio, acting as the single point of accountability for complex, multi-vendor networks that span continents and carry petabits of traffic every day.
• • Provide 24×7 remote and on-site technical support to Tier-1 carriers, hyperscalers, and government customers, ensuring that mission-critical services remain resilient and that SLAs are met or exceeded.
• • Diagnose and resolve intricate system-level issues across SONET/SDH, OTN, and Carrier Ethernet domains, leveraging deep knowledge of framing, mapping, protection switching, synchronization, and performance monitoring to restore service in minutes—not hours.
• • Partner with Network Planning, Design Engineering, Supply Chain, and Field Operations to reproduce elusive faults in Ciena’s state-of-the-art labs, isolate root causes, and drive corrective actions that eliminate repeat incidents and improve overall network reliability.
• • Author and validate Method of Procedure (MOP), Installation Service Bulletin (ISB), and Field Service Bulletin (FSB) documents that become the gold standard for safe, repeatable deployment and maintenance activities worldwide.
• • Contribute to the Knowledge-Centered Service (KCS) repository by capturing lessons learned, publishing technical articles, and mentoring junior engineers—accelerating the collective expertise of the 200+ member Global Technical Support organization.
• • Participate in a rotating on-call roster that covers evenings, weekends, and holidays; respond to Severity-1 escalations within 15 minutes, coordinate cross-functional bridges, and provide concise executive-level summaries until resolution.
• • Travel up to 25 % to customer sites across APAC for installation audits, root-cause analysis workshops, and proactive health checks—building trusted advisor relationships that influence future technology roadmaps and expansion opportunities.
• • Drive continuous improvement initiatives by analyzing support metrics, identifying systemic gaps, and proposing automation or tooling enhancements that reduce Mean Time to Repair (MTTR) and increase customer satisfaction scores.
• • Champion Ciena’s people-first culture by fostering psychological safety, embracing diverse perspectives, and actively participating in employee resource groups that advance inclusion, well-being, and community impact.