Blue Planet Advanced Technical Support BPI+BPO
About The Position
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. Blue Planet, a division of Ciena, is seeking a talented Blue Planet Portfolio Support Engineer to join our Advance Technical Support Team. This mid-entry level role offers the opportunity to work closely with Customers, Blue Planet Solution Experts, Global Engineering Community, R&D Engineering, and PLM teams to support applications integrated into Blue Planet products and platforms.
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.
Nice To Haves
- 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.
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.
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
- Paid Family Leave
- other leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
