Technical Support Specialist, Advanced
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Job Description
Provide advanced technical support for Ciena's Unified Assurance and Analytics and Blue Planet product suite. Resolve complex customer issues and develop automation solutions while collaborating with engineering teams.
Responsibilities:
- Provide advanced post-sales support for the Unified Assurance and Analytics (UAA) and Blue Planet product suite.
- Serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineering and Product teams to drive continuous improvement.
- Serve as the primary contact for Blue Planet customer cases, with a focus on UAA.
- Diagnose and resolve production and non-production issues in collaboration with internal teams.
- Develop Unix/Shell scripts to automate monitoring, data collection, and alarm generation.
- Perform root cause analysis (RCA) and document resolutions and learnings.
- Share customer feedback with PLM and R&D to inform future product enhancements.
- Support occasional off-hours or weekend activities; limited travel may be required.
Requirements:
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
- 3+ years in software technical support, preferably in telecom or network management domains.
- Strong Linux and scripting (Shell) skills.
- Proficiency with Kubernetes, Docker, and microservices deployment.
- Familiarity with PostgreSQL, Neo4j, ClickHouse.
- Familiarity with Kafka, Nagios, Grafana, Prometheus, Kibana.
- Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap.
- Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH.
- Experience with GitHub, Bitbucket, SVN, JIRA, or Salesforce.
- Strong analytical, debugging, and communication skills with a customer-first approach.
- Ability to work independently and collaborate across a globally distributed team.
Benefits:
- Flexible work environment
- Individual growth opportunities
- Commitment to employee well-being
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