Job Overview
Role: Associate, Global Technical Support Location: Mumbai Experience: 0-2+ Years Qualification: B.E / B.Tech (Relevant Field) Key Skills: Optical Networking (DWDM/OTN), Linux, TCP/IP, Troubleshooting
Job Description
For the Ciena Recruitment 2026 drive, the team is looking for an Associate to deliver expert technical support for global customers. You will diagnose and resolve complex product and system issues related to Ciena's optical and packet networking products. The role requires a strong grasp of networking layers. You will apply advanced troubleshooting methods in networking and Linux environments to determine root causes. This is a customer-facing technical role where communication is as critical as technical expertise.
Roles and Responsibilities
- Technical Support: Delivering expert support for global customers by diagnosing and resolving complex issues.
- Troubleshooting: Applying advanced troubleshooting methods to determine root causes in Linux and networking environments.
- Escalation Management: Managing case escalations with professionalism and maintaining strong customer relationships.
- Documentation: Documenting case activity, problem details, and final solutions in the case management system.
- Collaboration: Collaborating with engineering, product development, and sales teams to drive resolution.
Skills and Eligibility Criteria
Educational Background: B.E / B.Tech in a relevant field.
Experience: 0–2+ years of experience in technical support or a similar role.
Mandatory Technical Skills:
- Strong understanding of Optical Technologies (DWDM, OTN, SONET, SDH).
- Solid knowledge of TCP/IP networking.
- Proficiency with Linux , including command-line troubleshooting.
Competencies:
- Excellent oral communication, presentation capabilities, and the ability to manage time in high-pressure environments.
- Hands-on experience on Ciena Optical products (6500, RLS, Waveserver).
- Scripting knowledge for automation or diagnostics.
- Familiarity with Cloud-based networking concepts.