Blue Planet Advanced Technical Support BPI+BPO at Ciena in Remote

Summary: Ciena is a global leader in high-speed connectivity, dedicated to a people-first approach and a flexible work environment. They are seeking a Blue Planet Portfolio Support Engineer to join their Advanced Technical Support Team, where the role involves providing technical support to customers, collaborating with cross-functional teams, and advocating for customer needs within the company. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Network engineering, Linux/Unix, Python Important Skills: Virtualization VMware, Virtualization KVM, Cloud technologies, Monitoring tools Nice-to-Have Skills: Customer service, Multitasking, Interoperability, High-pressure interaction, Feedback provision 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