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# Specialist, Global Technical Support

- **Company:** Ciena
- **Location:** Baltimore, MD, United States (Remote available)
- **Experience:** Expert
- **Salary:** $149,136.0 - $160,900.0
- **Contract:** Permanent contract
- **Skills:** Synchronous Optical Networking, Unix, Databases, Wavelength-Division Multiplexing, Software Debugging, Desktop Computing, Linux, Ethernet, Global Positioning Systems (GPS), MySQL, Network Planning and Design, Network Monitoring, Open Shortest Path First (OSPF), Oracle (Applications), Swagger, TCP/IP, VxWorks, WebSocket, Scripting, Switching Technologies Hardware, Information Technology, Restful APIs, Network Server, Custom Reports
- **Published:** August 2, 2026
- **Apply:** https://ciena.wd5.myworkdayjobs.com/Careers/job/Baltimore/Specialist--Global-Technical-Support_R031453

## About the Role

Requirements: Employer will accept a Bachelor's degree or foreign degree in Engineering, Computer Science, or related field and five (5) years of experience in the job offered or in a Computer Systems Analyst-related occupation.

Position requires 5 years of experience in:

 * Providing post-sales support on the following product lines: OME 6500, Waveserver, RLS, CPL, OM 5200;
 * Using network design tools such as OnePlanner or Optical Modeler;
 * Network Management software such as One Control, OMEA, or MCP;
 * SONET/SDH, OTN, Carrier Ethernet, Interior Gateway Protocols (OSPF, IS-IS), TCP/IP, Photonics, DWDM with RAMAN solutions integrated or ROADM;
 * Computers and servers, operating systems and databases such as UNIX, LINUX, VXworks, Oracle, or MySQL;
 * Test equipment such as traffic generators, OSA, OTDR, or power meters; and
 * Restful APIs, websockets, python scripting or Swagger, and postman.

## Description

Duties: Provide on-site technical support on covered Ciena products. Provide on-call support evenings and weekends for critical events. Establish and maintain a strong technical support relationship with assigned clients. Utilize debug tools as well as lab research to verify and resolve customer's technical problems and, if necessary, gather the information necessary to escalate the incident or issue to GPS. Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment. Work with Quality Assurance, Development, Product Management, Technical Publications, and Training to provide customer feedback. Create, review, validate and publish required customer facing documents such as Method of Procedures, Field Service Bulletins and Root Cause Analysis reports. Verify and report design, reliability and maintenance problems or defects to the engineering teams and communicate with engineering and manufacturing on problems
found in the field. Contribute to customer support knowledgebase. Work directly with the Customer's NOC to open and manage trouble tickets. Act as a technical consultant to other Technical Support functions and others in the company. Act as technical escalation path for regional support groups and peer engineers, if required.


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