As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, 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 the AEST timezone for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team. In this role, the successful candidate will work closely with major global customers, providing dedicated L3 support during business hours.
This is a post-sales technical role with a focus on assisting customers in using the Blue Planet Orchestrator and Inventory products. This role is focused on providing post-sales support, will require a person to have a good breadth of knowledge as well as a sense of urgency to help resolve customer issues at the earliest, interest in learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems, good understanding of Linux operating systems, including Red Hat, CentOS and Oracle. The candidate should be able to troubleshoot and review logs based on the symptoms of the problem.
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.
Duties & Responsibilities:
Prime Ciena contact for any Blue Planet customer case/issue opened
Interact with customer on daily, identifying, analysing and resolving issues, working on production and non-prod deployment– providing feedback into the larger Ciena team for resolution.
Main focus is supporting global customer in current time zone, occasional off/late hours and weekend hours required.
Raise issues with Engineering teams as required to get issues resolved and delivered 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.
Availability to travel if required
Required Skills:
Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
Expert monitoring, debugging and troubleshooting 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 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).
#LI-SM #LI-Hybrid #LI-Remote
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Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
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