Blue Planet Advanced Technical Support BPI+BPO

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.

Job Description

Are you ready to elevate your career with cutting-edge software and a team of industry professionals? 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.

How You Will Contribute:

• 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.

The Must Haves:

• 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.

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Pay Range:

The annual pay range for this position in Canada is C$67100 - C$107300.

The annual pay range for this position in US is $65500 - $104700.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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 anEqual 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.