(GPCoE) Specialist, Global Product Support Engineering
Ciena
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
How You Will Contribute:
Reporting to Senior Manager, Global Technical Support as a Specialist, Global Technical Support, you’ll play a key role in bridging technical insights between our field-facing support team and the broader product and design organization.
Your expertise will not only resolve complex customer issues but also shape how we build, test, and support our products globally.
- Act as a technical advisor to the Global Customer Care (GCC) team on escalated issues related to Ciena Optical Products.
- Analyze trends in customer issues and work cross-functionally to drive product quality improvements.
- Collaborate with Design and Manufacturing teams to embed Design for Serviceability (DFS) and Design for Operability (DFO) into future products.
- Use lab environments, debugging tools, and data analytics to replicate issues and determine root causes.
- Interface with Product Line Management (PLM), Quality Assurance, Documentation, and Training teams to communicate field learnings and advocate for customer needs.
- Create and validate Field Service Bulletins (FSBs), Methods of Procedure (MOPs), and knowledge base articles (KCS).
- Mentor and guide new Technical Support Engineers, sharing expertise and best practices.
- Provide remote technical support (including 24x7 on-call rotations), and occasional global travel to customer or Ciena sites as needed.
The Must Haves:
- A Bachelor’s degree in Engineering, Computer Science, or a related technical field, and 5–10 years of experience in a technical support or customer-facing engineering role.
- Hands-on experience with Ciena 6500, RLS, or Waveserver platforms (3–5 years preferred).
- Solid understanding of OTN, DWDM, SONET/SDH, and Carrier Ethernet systems.
- Practical expertise in optical and protocol testing tools and troubleshooting methodologies.
- Familiarity with UNIX/Linux, IP networking, and data communications protocols.
- Strong communication skills—both written and verbal—in English.
- Proven ability to work independently, prioritize under pressure, and own complex problems from investigation to resolution.
- A proactive, customer-first mindset with a natural drive to collaborate and continuously improve.
- Flexibility to support global customers, including evenings, weekends, or travel when necessary.
Pay Range:
The annual pay range for this position is CAD 79,300 - CAD 126,700 CAD
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Pay 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.
Non-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.
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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.