Provide remote technical support for Ciena products 24x7 when required, including on-call duties and on-site customer support. Communicate with Design and manufacturing on field issues, using debug tools and lab research. Recover information to escalate incidents to relevant teams, and work with QA, Design, Product Management, and others to provide Customer feedback. Create, review, and publish MOP/ISB/FSB documents and contribute to the knowledgebase. Mentor and train new and advancing Technical Support Engineers.