[Remote] Advanced Technical Support, Blue Planet Portfolio Specialist

Note: The job is a remote job and is open to candidates in USA. Ciena is a global leader in high-speed connectivity committed to a people-first approach. The Blue Planet Portfolio Support Engineer will provide technical support to customers, troubleshoot software issues, and collaborate with cross-functional teams to enhance product functionality while maintaining high customer satisfaction.

Responsibilities

• Provide technical support to customers using the Blue Planet Software Portfolio, troubleshooting and resolving software and system-related issues
• Collaborate with cross-functional teams, including Blue Planet Solution Experts, Global Engineering Community, and R&D Engineering, to identify and resolve product bugs and issues
• Maintain high levels of customer satisfaction through effective communication and prompt issue resolution
• Develop workarounds to address functionality shortcomings and minimize customer dissatisfaction
• Assist with multi-product interoperability issues between Blue Planet products or third-party software/equipment
• Provide valuable feedback to account, PLM, and R&D teams to improve product functionality in future releases
• Advocate for customers within Ciena and represent Ciena effectively to customers

Skills

• Bachelor's degree in network engineering, systems engineering, computer science, or a related field, or equivalent work experience
• Multitasking and adaptability to shifting priorities and market demands
• Exceptional presentation and communication skills
• Strong organizational skills to balance and prioritize case load effectively
• Proficiency in documenting cases with relevant information and time tracking
• Self-motivated with excellent time management skills and the ability to work independently
• Excellent customer service interaction skills, particularly in high-pressure situations
• Expertise in virtualization environments such as VMware ESXi, KVM, and XEN
• Experience with Linux/Unix operating systems and networking technologies/protocols, including Ethernet/MEF, MPLS, IP, VPNs, TCP, UDP, IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, and SSH
• Proficiency in Python and Shell scripting
• Familiarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j)
• Understanding of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologies
• Experience with monitoring tools like Nagios and Grafana
• Knowledge of CRMs (e.g., Salesforce or other ticketing systems) and source control systems (e.g., SVN, GitHub)
• Certifications such as CCNA, AWS, Google Cloud, or similar qualifications

Benefits

• 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
• Vacation time
• Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence

Company Overview

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