Optical Support Engineer

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. . Ciena is committed to a people-first philosophy, fostering a culture that prioritizes flexibility, belonging, wellbeing, and continuous growth. This role plays a critical part in delivering exceptional customer experiences by supporting the reliable operation of Ciena’s optical networking solutions for customers around the world. How you will make an impact: • Provide system-level pre- and post-sales technical support for Ciena optical networking products across a global customer base • Serve as a primary technical contact for customer inquiries, delivering timely and professional support via phone, email, and chat • Diagnose, troubleshoot, and resolve network faults, performance issues, and configuration challenges • Leverage diagnostic tools, lab environments, and research to progress complex technical issues • Capture, document, and escalate detailed technical information to senior engineering teams when required • Contribute to the Knowledge-Centered Service (KCS) knowledge base and share customer feedback with internal stakeholders • Support customer business needs through occasional after-hours and weekend coverage The must haves: • Bachelor’s degree in a technical discipline such as Engineering or Computer Science, or an equivalent combination of education and experience • 0-3 years of experience in a technical or customer-facing support role • Foundational understanding of fiber optic transport and switching technologies • Basic knowledge of Optical Transport Network (OTN), Synchronous Optical Network (SONET), or Synchronous Digital Hierarchy (SDH) environments • Strong analytical and problem-solving skills applied to system-level troubleshooting • Excellent written and verbal communication skills in English • Ability to work onsite for in-person training and mentoring for approximately six months, followed by a hybrid work model Nice to haves: • Experience supporting customers in a technical support or network operations environment • Familiarity with Carrier Ethernet technologies and associated fiber optic facilities • Exposure to element management systems or network management systems • Working knowledge of Ethernet, Internet Protocol (IP) networking, Linux, databases, or data communications • Experience contributing to technical documentation or knowledge bases • Ability to remain effective and customer-focused in high-pressure or time-sensitive situations #LI-ST1 Not ready to apply? Join our Talent Community to 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 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.