Senior Technical Support Professional

2 weeks ago


Manila, National Capital Region, Philippines Ciena Corporation Full time
Company Overview

Ciena Corporation prioritizes a people-first philosophy, focusing on a personalized and flexible work environment that empowers individuals' passions, growth, wellbeing, and belonging.

We're a technology company that leads with our humanity, driving business priorities alongside meaningful social, community, and societal impact.

Your Role

As an Associate, Global Technical Support, you will be responsible for system-level pre and post-sales support for Ciena's customer base, including remote or on-site testing, troubleshooting, and technical support for Ciena products.

Your Responsibilities

  • Provide remote technical support for identified Ciena products 24/7.
  • Manage technical support cases/tickets end-to-end.
  • Attend maintenance windows as needed.
  • Be able to accept on-call duties outside normal business hours, including weekends and public holidays.
  • Provide on-site support to customers where required.
  • Communicate with Design and Supply Chain on problems/issues found in the field.
  • Utilize debug tools and lab research to aid customers' technical problems.
  • 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).
  • Help train newly hired Technical Support Engineers.
  • Perform other duties related to the role as assigned.


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