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

Requirements

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 (Nice to Have)
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 (Nice to Have)
Proficiency in Python and Shell scripting (Nice to Have)
Familiarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j) (Nice to Have)
Understanding of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologies (Nice to Have)
Experience with monitoring tools like Nagios and Grafana (Nice to Have)
Knowledge of CRMs (e.g., Salesforce or other ticketing systems) and source control systems (e.g., SVN, GitHub) (Nice to Have)
Certifications such as CCNA, AWS, Google Cloud, or similar qualifications (Nice to Have)

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

network engineeringsystems engineeringcomputer sciencevirtualization environmentsLinuxUnixnetworking technologiesPythonShell scriptingdatabases

Soft Skills

multitaskingadaptabilitypresentation skillscommunication skillsorganizational skillstime managementcustomer serviceself-motivatedindependent workproblem-solving

Certifications

CCNAAWSGoogle Cloud