[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
Company H1B Sponsorship