Associate Technical Support CPO

14 hours ago

Manila, Philippines Ciena Full time

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.

Job Profile
  • Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required. On-call duty includes evenings and weekends.
  • Provide on-site support to Customers where required.
  • Communicate with Design and manufacturing on problems/issues found in the field.
  • Utilize debug tools as well as lab research to aid Customer’s technical problems.
  • Gather information necessary to escalate incidents or issues to Design, Product/Project Management, Documentation, or Training.
  • Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
  • Create, review, validate, and publish required MOP/ISB/FSB documents.
  • Contribute to knowledgebase (KCS).
  • Mentor and train newly hired as well as advancing Technical Support Engineers.
  • Perform other duties as assigned.
  • Travel to customer sites and Ciena locations globally as required.
What Does Ciena Expect of You?
  • Initiative – you’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
  • Agility – you are readily able to make key decisions and manage competing and ever-changing account priorities, largely driven by the software development process.
  • Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
  • The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment but are comfortable working independently as required.
  • Relationship builder – with an ability to influence, you’re able to get work done through others.
  • A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and solve problems.
The Must Haves:
  • Bachelor’s degree in a technical field (e.g., Engineering, Computer Science) from a four-year college or university with 3 to 6 years of related experience or an equivalent combination of education and experience.
  • Strong knowledge of SONET/SDH ring transmission equipment, DWDM/OTN technology, and their applications to Ciena equipment, Carrier Ethernet enterprise equipment, and associated fiber optic facilities.
  • Very knowledgeable of the operation of fiber optic transport and/or switching equipment.

#LI-SM #Li-Remote #LI-Hybrid

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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.

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