.**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.****Not ready to apply? Join our** **Talent Community** **to get relevant job alerts straight to your inbox.****Scope of Responsibilities**Provide system level pre & post-sales support for CIENA's Customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA optical products. An understanding of fiber optic transport and/or switching protocols is essential. Experience with Element Management or Network Management systems would be an asset. Basic understanding of data communications protocols including Ethernet and IP networks is beneficial.**Specific Responsibilities**- Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation- Troubleshoot and resolve network faults, performance issues, and configuration problems in a timely manner.- Provide on-call duties 24x7 and/or work shifts, including public holidays and weekends when the business requires.- Recover information necessary to escalate reported issues to senior engineers.- Utilize debug tools as well as lab research to advance customers' technical problems.- Provide Customer feedback to Internal teams as appropriate- Contribute to the technical knowledgebase (KCS)**Education and Experience**- Bachelor's degree in technical field (e.G. Engineering, Computer Science) from a four-year college or university with three to eight years related experience or equivalent combination of education and experience- Experience in a technical support role with an equipment vendor or a telecommunication company.- Foundational knowledge of the operation of fiber optic transport and/or switching equipment.- Basic problem-solving experience with WDM/OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities.- 2 to 4 years of experience in the operation of fiber optic transport and/or switching equipment.- Experience on Ciena 6500, 6500 RLS and/or Waveserver is an asset.- Must have excellent communications skill with the ability to communicate in the **English **language both verbal and written- Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.- Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible- Customer-oriented mindset with a strong commitment to providing exceptional customer service