Associate, Global Technical Support

How You Will Contribute: Deliver expert technical support for global customers by diagnosing and resolving complex product and system issues. Manage case escalations with clarity and professionalism while maintaining strong customer relationships. Collaborate with engineering, product development, and sales teams to drive resolution and identify improvement opportunities. Apply advanced troubleshooting methods to determine root causes in networking and Linux environments. Document case activity, including problem details, steps taken, and final solutions, in the case management system. Present technical information clearly to internal and external audiences. Support knowledge sharing, innovation, and continuous improvement within the support organization. The Must Haves: 0 2+ years of experience in technical support or a similar customer facing technical role. Strong understanding of Optical/DWDM/OTN/SONET/SDH technologies and TCP/IP networking. Proficiency with Linux, including command line troubleshooting. Demonstrated problem solving and analytical skills. Excellent oral communication and presentation capabilities. Ability to manage time effectively in high pressure environments. Commitment to delivering an outstanding customer experience. Nice to Haves: Hands on experience on Ciena Optical products like 6500, RLS, Waveserver family Exposure to global enterprise customers or large scale networks. Familiarity with case management or CRM tools. Knowledge of scripting for automation or diagnostics. Understanding of cloud based networking concepts. Experience collaborating across cross functional technical teams. Interest in innovation and process optimization. Nice to Haves: Hands on experience on Ciena Optical products like 6500, RLS, Waveserver family Exposure to global enterprise customers or large scale networks. Familiarity with case management or CRM tools. Knowledge of scripting for automation or diagnostics. Understanding of cloud based networking concepts. Experience collaborating across cross functional technical teams. Interest in innovation and process optimization.