Technical Support Specialist

Job not on LinkedIn

🕒 May 20

🇺🇸 United States – Remote

💵 $65.5k - $104.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

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

• 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).

🏖️ 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