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- Tasks: Support global customers with Ciena's optical networking solutions and troubleshoot technical issues.
- Company: Join Ciena, a leader in high-speed connectivity with a people-first culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer experiences with cutting-edge technology.
- Qualifications: Bachelor’s degree in a technical field and 0-3 years of relevant experience.
- Other info: Dynamic team environment with excellent career development opportunities.
The predicted salary is between 30000 - 40000 £ per year.
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritising a flexible work environment that empowers individual growth, well-being, and belonging. 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.
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.
Optical Support Engineer employer: Ciena
Contact Detail:
Ciena Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Optical Support Engineer
✨Tip Number 1
Network, network, network! Reach out to people in the industry, attend events, and connect with current Ciena employees on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common technical questions related to optical networking. We recommend setting up mock interviews with friends or using online platforms to get comfortable with the format.
✨Tip Number 3
Show your passion for technology and customer support during interviews. Share specific examples of how you've solved problems or helped customers in the past—this will demonstrate your fit for the Optical Support Engineer role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll be part of our Talent Community, which means you’ll receive job alerts tailored to your interests.
We think you need these skills to ace Optical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Optical Support Engineer role. Highlight any relevant technical support experience and your understanding of optical networking technologies to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our people-first philosophy. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We love seeing analytical thinking and problem-solving in action, especially when it comes to customer support scenarios.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Ciena
✨Know Your Tech
Make sure you brush up on your knowledge of fiber optic transport and switching technologies. Familiarise yourself with Optical Transport Network (OTN), SONET, and SDH environments. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Practice Problem-Solving
Since this role involves diagnosing and troubleshooting network issues, practice articulating your thought process when solving problems. Use examples from your past experiences to demonstrate your analytical skills and how you approach complex technical challenges.
✨Communicate Clearly
Excellent communication is key, especially since you'll be the primary contact for customer inquiries. Practice explaining technical concepts in simple terms. This will help you convey your ideas effectively during the interview and show that you can connect with customers.
✨Show Your People-First Attitude
Ciena values a people-first approach, so be prepared to discuss how you prioritise customer needs and foster a sense of belonging. Share examples of how you've contributed to a positive team environment or supported colleagues in high-pressure situations.