Offer summary

Qualifications:

Bachelor’s degree in a related field with 5+ years of experience or a Master’s with 3+ years., Strong Linux skills and scripting experience are mandatory., Experience in a technical support role within the Telco industry is preferred., Proficiency in programming languages such as JAVA, Python, and Shell Scripting is required..

Key responsibilities:

Act as the primary contact for Blue Planet customer issues and cases.

Engage daily with customers to resolve both production and non-production issues.

Develop workarounds for product limitations and escalate critical issues to Engineering as needed.

Provide feedback to internal teams and support customers during business hours.

Job description

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.

How You Will Contribute:

Ciena’s Advanced Technical Support Team is hiring an Advanced Technical Support Engineer (CEST time zone) with a strong software background to join the Blue Planet Global Support Team. This post-sales role involves providing L3 support to a major European customer during business hours.

You’ll support customer use of the Blue Planet Inventory (BPI) product, manage technical cases, and provide hands-on assistance. BPI is a suite of open, modular, vendor-agnostic applications that help operators improve customer experience, reduce OPEX, and simplify inventory management.

We're looking for someone with a “Customer First” mindset, strong troubleshooting skills, and the ability to work independently. The role involves working with internal teams, scripting in Linux, automating tasks, analyzing performance issues, and documenting Root Cause Analysis (RCA).

Key Responsibilities:

Primary contact for Blue Planet customer issues and cases
Daily engagement with the customer to resolve production and non-prod issues
Escalate critical issues to Engineering as needed
Develop workarounds to address product limitations
Provide feedback to internal teams (Account, PLM, R&D)
Occasional off-hours support and travel as required

The Must Haves:

Bachelor’s degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
Preferably of 5+ years’ experience supporting software solutions
Preferably has experience in an Engineering or technical support role with an equipment vendor in the Telco industry
Strong Linux skills with some scripting is mandatory.
Strong Network Troubleshooting experience
Knowledge of the OSS/BSS/Network Management solutions/Systems.
Languages: JAVA, Python, Shell Scripting.
Database(s): PostgreSQL, Neo4j, Mysql
Experience in database queries is an advantage.
Knowledge on SNMP, Syslog, ICMP, SSH recommended
Hands-on experience on RESTful APIs – interconnected software components interaction, engineering and testing (e.g. NMS applications, controllers, orchestrators, supervisory systems, etc.).
Experience and understanding of kafka messaging bus.
Experience in using monitoring tools like Nagios, Grafana, Prometheus and Kibana is desired.
Deployment environment: Kubernetes, Docker, microservices.
Experience on Talos Kubernetes is an advantage.
Deployment experience in cloud-based environment AWS/Azure/GCP/OpenShift is an advantage.
Experience with CI/CD pipeline – Jenkins etc is an advantage.
Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)

Assets:

Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
Expert monitoring, debugging and troubleshooting skills to collect all the needed information with minimal access and provide information toengineering/PLM for resolution.
Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal down-time.
Strong written and oral communication skills. Good communication is a must for this role at a high-end technical level (general product overview) down to deep dive root cause type analysis.
Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and extra hours needed).

#LI-SG1

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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 an Equal 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.

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