Blue Planet Portfolio Support Engineer

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Ciena, "Advance Technical Support Team", has a vacancy in APJ for a Blue Planet Portfolio Support Engineer with a networking and software background. In this role, you will work very closely with our Customers, Blue Planet Solution Experts, Global Engineering Community, R&D Engineering and PLM teams. As part of this team, you will be involved in supporting applications being integrated into Ciena’s Blue Planet products and platform.

This is a post-sales technical support role with focus on assisting customers use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, internal and external, which can involve potential customers. The role will require a good breadth of knowledge, as well as a sense of urgency to resolve customer issues. The candidate should have the capability to troubleshoot and review data or logs based on the description and symptoms of the issue.

This is a mid-entry level role, offering the opportunity to work with cutting edge software alongside a team of experienced professionals. We offer a supportive and inclusive work environment and are committed to the professional growth and development of our employees.

Duties & Responsibilities:

• Provide first level technical support to customers using Blue Planet Software Portfolio, troubleshooting and resolving software and system related issues.
• Collaborate with the Blue Planet Solution Expert team/Global Engineering Community/R&D Engineering to identify, report and resolve product bugs and issues.
• Maintain a high level of customer satisfaction through effective communication and prompt resolution of issues.
• Create workarounds to minimize customer dis-satisfaction with functionality shortcomings.
• Assist with multi-product interoperability issues between Blue Planet products or with third-party software/equipment.
• Provide feedback back into account/PLM/R&D community to help improve product functionality in future releases
• Advocate for the customer internally to Ciena and vice versa
• Availability to travel if required.

Required skills:

• Multitasking and adaptability to changing project, priorities and market demands.
• Excellent presentation / communication skills.
• Ability to work well with cross-functional teams.
• Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
• Document cases with relevant information and time tracking
• Organizational skills to balance and prioritize case load.
• Excellent customer service interaction skills especially in stressful situations.

Desired skills:

• Hands-on expertise with virtualization environments: VMWARE ESXi, KVM, XEN
• Experience in below
  • Operating systems: Linux/Unix
  • Understanding of networking technologies and protocols, especially Layer 2 and above: Ethernet/MEF, MPLS , IP, VPNs, TCP, UDP, IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, SSH
  • Python, Shell Scripting
  • Database(s): PostgreSQL, Mysql, clickhouse, or graph databases (such as neo4j)
  • Understanding of Docker, microservices, openvswitch, Kubernetes
  • Understanding of cloud based technologies
• Experience in using monitoring tools like Nagios, Grafana, etc
• Experience in using CRMs (SalesForce or other ticketing systems)
• Source Control (svn, github) and Ticketing systems (JIRA, SalesForce, other)

Education & Experience:

• Bachelor’s degree in network engineering, systems engineering, computer science or related field or equivalent work experience.
• Preferably has experience in a work placement with an equipment vendor in the Telco industry.
• Certifications such as CCNA, AWS, Google Cloud, etc, would be advantageous.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.