Ciena
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.
Advanced Technical Support Engineer
November 7
Ciena
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.
📋 Description
• Serve as the primary contact for Blue Planet customer cases and issues, ensuring prompt and effective resolution • Analyze, troubleshoot, and resolve production and non-production deployment challenges while providing feedback to internal teams for continuous improvement • Collaborate with engineering teams to address and resolve technical issues, delivering solutions to customers • Develop workarounds to reduce customer dissatisfaction and enhance functionality • Advocate for customer needs internally while ensuring deployment plans and timelines are successfully achieved • Provide insights to product management and R&D teams to drive future product enhancements • Travel as needed to support customer deployments and engagements
🎯 Requirements
• Bachelor’s degree in a related field with 5+ years of experience, or Master’s degree with 3+ years • Strong analytical and problem-solving skills in customer-facing roles • Expertise in debugging, monitoring, and troubleshooting, with the ability to collect and analyze information efficiently • Proficiency in automation tools to streamline data collection and minimize downtime • Exceptional written and oral communication skills, capable of deep technical analysis and high-level product discussions • Independent working capability with flexibility to support globally distributed teams, including occasional weekend and extra hours • Solid understanding of telecom evolution (3G, 4G, 5G) and RAN architecture • Experience with data networking and IT applications solutions across OSI layers 2-7, including Telco vendor CLI/configuration knowledge
🏖️ 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
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