[Hiring] Advanced Technical Support Engineer @Ciena Communications, Inc.

Role Description

This role involves providing dedicated L3 support during business hours for major global customers, focusing on the Blue Planet Orchestrator and Inventory products.

• Prime Ciena contact for any Blue Planet customer case/issue opened
• Interact with customers daily, identifying, analyzing, and resolving issues
• Work on production and non-production deployment, providing feedback to the larger Ciena team for resolution
• Support global customers in the current time zone, with occasional off/late hours and weekend hours required
• Raise issues with Engineering teams as required to resolve and deliver issues to customers
• Develop workarounds to minimize customer dissatisfaction with functionality shortcomings
• Provide feedback to Account/PLM/R&D community to improve product functionality in future releases

Qualifications

• Strong software background
• Good understanding of Linux operating systems, including Red Hat, CentOS, and Oracle
• Ability to troubleshoot and review logs based on symptoms of the problem
• Enjoy working daily with customers and have a “Customer First” attitude

Requirements

• Detail-oriented with strong analytical and problem resolution skills in a customer-facing role
• Expert monitoring, debugging, and troubleshooting skills
• Good automation skills to develop tools for collecting required information from customer sites
• Strong written and oral communication skills
• Ability to work independently and with a globally distributed team
• Occasional weekend support and extra hours may be needed

Benefits

• Flexible work environment
• Commitment to employee growth, well-being, and belonging