Technical Support Specialist

Role Overview

• 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 (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).

Tech Stack

• AWS
• Cloud
• Docker
• Grafana
• Kubernetes
• Linux
• Microservices
• MySQL
• Neo4j
• Postgres
• Python
• Shell Scripting
• Subversion
• Unix
• VMware

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