Technical Support Specialist
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Job Description
Blue Planet Portfolio Support Engineer providing technical support for customers with Blue Planet Software. Collaborating with global teams to resolve software and system-related issues in a remote setting.
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
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
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