[Remote] Blue Planet Advanced Technical Support BPI+BPO

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesProvide technical support to customers using the Blue Planet Software Portfolio, troubleshooting and resolving software and system-related issuesCollaborate with cross-functional teams, including Blue Planet Solution Experts, Global Engineering Community, and R&D Engineering, to identify and resolve product bugs and issuesMaintain high levels of customer satisfaction through effective communication and prompt issue resolutionDevelop workarounds to address functionality shortcomings and minimize customer dissatisfactionAssist with multi-product interoperability issues between Blue Planet products or third-party software/equipmentProvide valuable feedback to account, PLM, and R&D teams to improve product functionality in future releasesAdvocate for customers within Ciena and represent Ciena effectively to customersSkillsBachelor's degree in network engineering, systems engineering, computer science, or a related field, or equivalent work experienceMultitasking and adaptability to shifting priorities and market demandsExceptional presentation and communication skillsStrong organizational skills to balance and prioritize case load effectivelyProficiency in documenting cases with relevant information and time trackingSelf-motivated with excellent time management skills and the ability to work independentlyExcellent customer service interaction skills, particularly in high-pressure situationsExpertise in virtualization environments such as VMware ESXi, KVM, and XENExperience 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 SSHProficiency in Python and Shell scriptingFamiliarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j)Understanding of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologiesExperience with monitoring tools like Nagios and GrafanaKnowledge 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 qualificationsBenefitsMedical, dental, and vision plansParticipation in 401(K) (USA) & DCPP (Canada) with company matchingEmployee Stock Purchase Program (ESPP)Employee Assistance Program (EAP)Company-paid holidaysPaid sick leaveVacation timeCompany OverviewCiena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete. It was founded in 1992, and is headquartered in Linthicum Heights, Maryland, USA, with a workforce of 5001-10000 employees. Its website is http://www.ciena.com.



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