{"id":2227769,"url":"https://alion.io/job/ciena-senior-associate-global-technical-support","title":"Senior Associate, Global Technical Support","company":{"id":1996,"name":"Ciena Corporation","domain":"ciena.com","url":"https://alion.io/company/ciena","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":24,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":10,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":65000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Outlook","optional":false},{"name":"BGP","optional":true},{"name":"MPLS","optional":true},{"name":"OSPF","optional":true},{"name":"VPN","optional":true}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-12T06:07:14Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being-on and off the job. Connect with a career that matters.\nProvide technical expertise that helps customers maintain reliable network operations and resolve complex product issues. This role contributes to customer success through technical problem resolution, cross-functional collaboration, and continuous knowledge sharing. The position supports CIENA products in remote and on-site environments, including participation in on-call coverage when required.\nHow you will make an impact:\nDeliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required.\nDeliver on-site customer assistance when required.\nCommunicate field issues and product concerns with Design and Supply Chain teams.\nUtilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information.\nPerform root cause analysis for customer technical issues.\nCollaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback.\nCreate, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase.\nThe must haves:\nEducation: Bachelor’s degree in a technical field such as Engineering or Computer Science from a four-year college or university.\nExperience: 2+ years related experience or an equivalent combination of education and experience.\nExperience in a technical support role with an equipment vendor in the telecommunications industry.\nUtilization of Microsoft Outlook, Microsoft Word, Excel, and related software applications.\nApplication of troubleshooting and problem resolution techniques.\nExposure to system-level troubleshooting across Layer 2/4 networks and associated DCN networks.\nAbility to communicate effectively in English, both verbally and in writing.\nNice to haves:\nExperience with Element Management Systems or Network Management Systems.\nUtilization of optical and protocol test equipment.\nApplication of Layer 2 technologies including Bridging/Switching, VLANs, QinQ, CFM services, G.8032 architecture, and MPLS-TP.\nApplication of Layer 3 technologies including IPv4, IPv6 routing, OSPF, IS-IS, MP-BGP, MPLS-TP, MPLS-TE, L2VPN, L3VPN, Segment Routing, Ethernet VPN, and Seamless MPLS.\nAbility to build customer relationships and maintain a customer-focused approach.\nAbility to contribute to or lead troubleshooting and problem resolution activities in a team environment.\nAbility to manage challenging situations with customers and colleagues.\nPay Range:\nUSD 65,000 - 95,000\nPay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.\nNon-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.\nAt 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.\nCiena is an Equal Opportunity Employer, including disability and protected veteran status.\nIf contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.","description_format":"text","description_chars":4313,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecom Infrastructure","Optical Communications"],"lifecycle":[{"event":"open","at":"2026-10-10T16:58:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 36 · green card filings: 4","filings_12m":36,"filings_prev_12m":31,"green_card_filings_12m":4,"median_offered_wage_usd":158000,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.276,"p_room":0.35,"age_days":26,"expected_fill_days":10,"reasons":["conf:0","stale_co","win:tail","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":false},"html_url":"https://alion.io/job/ciena-senior-associate-global-technical-support","json_url":"https://alion.io/job/ciena-senior-associate-global-technical-support.json","meta":{"generated_at":"2026-10-12T10:50:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16767,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1996},"rest":"https://alion.io/mcp/rest/get_company?id=1996"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fciena-senior-associate-global-technical-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fciena-senior-associate-global-technical-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fciena-senior-associate-global-technical-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ciena-senior-associate-global-technical-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fciena-senior-associate-global-technical-support"}]}