Advanced Technical Support – BPUAA, ROA Support

7 hours ago

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Ciena

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Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

📋 Description

• Provide advanced post-sales support for the Unified Assurance and Analytics (UAA) and Blue Planet Route Optimization and Analysis (ROA) products. • Serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineering and Product teams to drive continuous improvement. • Serve as the primary contact for Blue Planet customer cases, with a focus on UAA as primary and ROA as secondary. • Diagnose and resolve production and non-production issues in collaboration with internal teams. • Develop Unix/Shell scripts to automate monitoring, data collection, and alarm generation. • Perform root cause analysis (RCA) and document resolutions and learnings. • Share customer feedback with PLM and R&D to inform future product enhancements. • Support occasional off-hours or weekend activities; limited travel may be required.

🎯 Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field. • 3+ years in software technical support, preferably in telecom or network management domains. • Strong Linux and scripting (Shell) skills. • Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap. • Familiarity with PostgreSQL, Neo4j, ClickHouse. • Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH. • Proficiency with Kubernetes, Docker, and microservices deployment. • Experience with GitHub, Bitbucket, SVN, JIRA, or Salesforce. • Strong analytical, debugging, and communication skills with a customer-first approach. • Ability to work independently and collaborate across a globally distributed team.

🏖️ 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