Technical Support Specialist

Vaga não está no LinkedIn

🕒 Maio 20

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $65.500 - $104.700 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Ciena

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1985

📡 Telecomunicações

🔧 Hardware

💰 Series C em 1995-12

Telecommunications • Hardware • Networking

A Ciena (NYSE:CIEN) é líder global em sistemas óticos e de roteamento, serviços e software de automação. Construímos as redes mais adaptáveis do mundo para atender à demanda digital crescente por experiências mais conectadas e enriquecedoras para todos os usuários. Por mais de três décadas, trouxemos nossa inerente sensibilidade humana para a nossa incessante busca por inovação. Priorizamos relações colaborativas profundas dentro de nossas equipes, e ao lado de nossos clientes, parceiros e comunidades—locais e globais.

Descrição

• 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.

🎯 Requisitos

• 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).

🏖️ Benefícios

• 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