DirecciónCiena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging.
We’re a technology company that leads with our humanity driving our business priorities alongside meaningful social, community, and societal impact.
Ciena, "Advance Technical Support Team", has a vacancy in EMEA Region for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team.
This is a Technical Support role with focus on assisting internal SW Delivery teams with issues related to infrastructure, installation and Blue Planet platform applications.
Installations will mainly be on Cloud / Kubernetes Enviroments in preparation for Customer Deployments. Additionally you may be assisting other members of the Advanced Technical support team on customer tickets / cases open for related issues for the family of Blue Planet products which are using the common platform.
The successful candidate will need to enjoy working daily with customers and have a Customer First attitude to their role.
This role will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, curiosity about learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems,
This role also requires experience in writing shell scripts in Unix to automate tasks or create alarms as required, troubleshooting performance-based issues, provide suggestions as required as well as work with internal engineering teams to provide fixes for reported issues.
Duties & Responsibilities :
- Respond to internal JIRA requests for assistance, take ownership of tickets and work with internal teams to provide resolution and assistance.
- Main focus is supporting local developers in current timezone, occasional off / late hours and weekend hours required.
- Raise issues with engineering teams as required to get issues resolved and solutions unblocked for delivery to the customer.
- Come up with workarounds to minimize Customer dis-satisfaction with functionality shortcomings.
- Bring feedback back into Account / PLM / R&D community to help improve product functionality in future releases.
Skills :
- Detailed-oriented with strong analytical and problem resolution skills.
- Expert monitoring and debugging skills to collect all the needed information with minimal access and provide information to engineering / 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 both 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).
Experience in below :
- Linux navigation skills with some shell scripting is mandatory.
- Strong Network Troubleshooting experience.
- Knowledge of the Network Management solutions / Systems.
- Languages : JAVA, Python, Shell Scripting.
- Database(s) : PostgreSQL, Neo4j, Mysql
- Knowledge of SQL an advantage!
- Knowledge on SNMP, Syslog, ICMP, SSH recommened
- Ability and experience in working with Traffic - Netflow / Sflow / Cflow.
- Experience in using monitoring tools like Nagios, Grafana etc helpful.
- Deployment environment : Docker, microservices.
- Deployment experience in cloud based environment AWS / Azure is a plus!
- Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)
Education & Experience :
- Bachelor’s degree in related field from a college or university with 3+ years related experience (or Master with 3+ years).
- Preferably of 3+ years’ experience supporting software solutions
- Preferably has experience in a Technical Support role with an equipment vendor in the Telco industry
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.
