Position Overview
We are seeking an Associate, Global Technical Support professional to join our team. In this role, you will support customers worldwide to ensure their adaptive networks operate at optimal performance. This position is ideal for individuals who are technically curious, thrive in fast-paced environments, and are passionate about customer success.
Key Responsibilities
- Provide expert technical support by diagnosing and resolving complex product and system issues.
- Manage case escalations professionally while maintaining strong customer relationships.
- Collaborate with engineering, product development, and sales teams to resolve issues and identify improvements.
- Apply advanced troubleshooting techniques in networking and Linux environments.
- Document case activities, including problem details, troubleshooting steps, and resolutions.
- Communicate technical information clearly to both internal and external stakeholders.
- Contribute to knowledge sharing, innovation, and process improvements within the team.
Required Qualifications
- 0–2+ years of experience in technical support or a related role.
- Knowledge of Optical/DWDM/OTN/SONET/SDH technologies and TCP/IP networking.
- Proficiency in Linux with strong command-line troubleshooting skills.
- Excellent problem-solving and analytical abilities.
- Strong oral communication and presentation skills.
- Ability to work effectively under pressure and manage time efficiently.
- Commitment to delivering exceptional customer experiences.
Preferred Qualifications
- Experience with Ciena Optical products such as 6500, RLS, and Waveserver family.
- Exposure to global enterprise customers or large-scale networks.
- Familiarity with CRM or case management tools.
- Knowledge of scripting for automation or diagnostics.
- Understanding of cloud networking concepts.
- Experience working with cross-functional technical teams.
- Interest in innovation and process optimization.
