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.
Join a team focused on rapid recovery of service-impacting network outages, helping customers restore critical network operations as quickly as possible. This role contributes directly to customer success through application of technical expertise in Ciena optical networking and routing and switching technologies. The position also drives continuous improvement through incident analysis, knowledge sharing, and recovery best practices.
How you will make an impact:
- Respond to critical customer cases and engage directly with customers to restore service-impacting conditions.
- Troubleshoot and resolve network outages using Ciena optical networking and/or routing and switching products.
- Collaborate with team members to address complex network issues and provide technical guidance.
- Document troubleshooting activities, actions taken, and resolutions.
- Produce initial and interim root cause analysis documentation for internal and external use.
- Participate in rotational on-call weekend coverage approximately once every 4–6 weeks.
- Contribute to lessons learned and best-practice initiatives that improve network recovery outcomes.
The must haves:
- Application of Ciena optical networking and/or routing and switching products, including network recovery techniques.
- Ability to analyze and resolve network outages in high-pressure environments with stringent recovery objectives.
- Ability to communicate technical information verbally and in writing with customers and internal stakeholders.
- Ability to work independently on outage recovery efforts while collaborating on complex incidents.
- Attention to detail and ability to prioritize work effectively.
- Experience: 4+ years of experience working in a Ciena technical support role or equivalent experience maintaining Ciena equipment in operational networks.
- Experience in technical writing for development of detailed root cause analysis reports.
Nice to haves:
- Experience engaging in executive-level technical discussions.
- Certifications: Certifications or qualifications related to Ciena products.
- Experience recovering networks from complex scenarios involving multiple nodes and causes.
- Experience mentoring others in technical expertise and customer engagement.
- Continuous focus on product improvement (DFO/DFS).
- Meeting all requirements established for the Senior Associate level.
Pay Range:
USA: 79,000 to 127,000 Canada: 73,000 to 116,000
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.
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 an Equal 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.
