Job Description

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\xe2\x80\x99s passions, growth, wellbeing and belonging. We\xe2\x80\x99re a technology company that leads with our humanity\xe2\x80\x94driving our business priorities alongside meaningful social, community, and societal impact. Why Ciena: \xc2\xb7 We are big proponents of\xe2\x80\xaflife-work integration\xe2\x80\xafand provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. \xc2\xb7 We believe an\xe2\x80\xafinclusive, diverse and barrier-free\xe2\x80\xafwork environment makes for empowered and committed employees. \xc2\xb7 We recognize the importance of\xe2\x80\xafwell-being\xe2\x80\xafand offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. \xc2\xb7 We are committed to\xe2\x80\xafemployee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. \xc2\xb7 We know that\xe2\x80\xaffinancial security\xe2\x80\xafis important.\xe2\x80\xaf We offer competitive salaries and incentive programs, RSU\xe2\x80\x99s (job level specific) and an employee share option purchase program. \xc2\xb7 We realize\xe2\x80\xaftime away\xe2\x80\xafto recharge is non-negotiable.\xe2\x80\xaf We offer flexible paid time off! \xc2\xb7 Great work deserves\xe2\x80\xafrecognition.\xe2\x80\xafWe have a robust recognition program, with ongoing and enhanced awards for exemplary performance. How You Will Contribute: Reporting to the Manager Global Technical Support. You will provide system level pre & post-sales support for CIENA\xe2\x80\x99s Customer base. This includes answering incoming customer calls, testing, troubleshooting and remote technical support for CIENA packet products. Your basic level expertise in data communications protocols including Ethernet and IP networks is required. Your role will include: \xc2\xb7 Responding to customer inquiries as well as incoming calls from our global customers along with documenting, validating, and capturing adequate information to facilitate a technical investigation \xc2\xb7 Providing remote technical support for issues related to our Packet products promptly and professionally via various communication channels (phone, email, chat) \xc2\xb7 Troubleshooting and resolving network faults, performance issues, and configuration problems in a timely manner \xc2\xb7 Providing occasional after-hours work to support customer business requirements \xc2\xb7 Recovering information necessary to escalate reported issues to senior engineers \xc2\xb7 Utilising debug tools as well as lab research to advance customers\xe2\x80\x99 technical problems \xc2\xb7 Providing Customer feedback to Internal teams as appropriate \xc2\xb7 Contributing to the technical knowledgebase (KCS) \xc2\xb7 Mentoring newly hired Technical Support Engineers What Does Ciena Expect of You: To excel in this role, you should have the following qualities and qualifications: \xc2\xb7 Proven relationship-building skills, enabling you to establish trusted and long-term customer relationships quickly. \xc2\xb7 Demonstrated sales expertise with the ability to identify new business opportunities, close deals, and effectively manage regional, large, and strategic accounts. \xc2\xb7 Strong collaboration skills, allowing you to lead, direct, and collaborate with global teams in a highly matrixed and cross-functional environment. \xc2\xb7 Agility to manage competing and ever-changing account priorities while maintaining a balanced and methodical approach to problem-solving. \xc2\xb7 Business acumen, detailed knowledge of Ciena\'s products, the competitive landscape, and an in-depth understanding of sales cycle and stage requirements. \xc2\xb7 Effective communication expertise, including the ability to tailor messages and articulate value propositions to engage all levels of an organization. \xc2\xb7 The ability to influence both internal and external stakeholders to drive decision-making and strategic thinking. \xc2\xb7 A commitment to learning and staying informed about the market, competition, and using that information to Ciena\'s advantage. The Must Haves: You should possess the following qualifications and experiences: \xc2\xb7 Bachelor\xe2\x80\x99s 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 \xc2\xb7 Experience in a technical support role with an equipment vendor or a telecommunication company. \xc2\xb7 Foundational knowledge of the operation of fiber optic transport and/or switching equipment. \xc2\xb7 Basic problem-solving experience with WDM/OTN/SONET/SDH equipment, Carrier Ethernet equipment or associated fiber optic facilities. \xc2\xb7 Extensive experience in the operation of fiber optic transport and/or switching equipment. Assets: The following additional qualifications and experiences are assets: \xc2\xb7 Experience on Ciena 6500, 6500 RLS and/or Waveserver is an asset. \xc2\xb7 Knowledge of computers, data communications, LINUX, databases and/or IP network experience would be a benefit \xc2\xb7 A basic understanding of Service Provider or telecommunications network is a plus \xc2\xb7 Experience with network management systems would be beneficial 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. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require. Job Type: Full-time Salary: \xe2\x82\xb91,000,000.00 - \xe2\x82\xb93,000,000.00 per year Benefits:

• Cell phone reimbursement
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift

Supplemental pay types:

• Yearly bonus

Education:

• Bachelor\'s (Preferred)

Experience:

• Team Leading: 3 years (Preferred)
• Technical Support: 9 years (Preferred)
• Optical/ NMS: 3 years (Preferred)

Ability to Commute:

• Gurgaon, Haryana (Preferred)