Advanced Technical Support, Blue Planet Portfolio Specialist

Ciena; Canada; On-site; CAD 110,000 - 132,000; Full time

Job summary

A leading technology company in Canada is seeking a Technical Support Specialist to provide top-notch technical support to customers using the Blue Planet Software Portfolio. The ideal candidate should have a Bachelor's degree in network engineering, exceptional communication skills, and proficiency in relevant tools like VMware and Linux/Unix. This role includes responsibilities such as troubleshooting software issues and ensuring high levels of customer satisfaction. The position offers a salary of up to $131,500 and a comprehensive benefits package.

Benefits

Career advancement opportunities

Comprehensive benefits package

Discretionary incentive bonus eligibility

Qualifications

• Bachelor's degree in related field or equivalent work experience.
• Ability to document cases with relevant information and time tracking.
• Strong customer service skills in high-pressure situations.

Responsibilities

• Provide technical support to customers using the Blue Planet Software Portfolio.
• Collaborate with cross-functional teams to resolve product bugs.
• Maintain high levels of customer satisfaction through effective communication.

Skills

Exceptional presentation and communication skills

Strong organizational skills

Excellent customer service interaction skills

Education

Bachelor’s degree in network engineering, systems engineering, or computer science

Tools

VMware ESXi

Linux/Unix

Python

PostgreSQL

Job description

Employer Industry: Technology (High-Speed Connectivity)

Why consider this job opportunity

• Salary up to $131,500
• Opportunity for career advancement and growth within the organization
• Comprehensive benefits package, including medical, dental, and vision plans
• Discretionary incentive bonus eligibility for non-sales employees
• Supportive and collaborative work environment focused on individual growth
• Chance to work with cutting‑edge software and technology

What to Expect (Job Responsibilities)

• Provide technical support to customers using the Blue Planet Software Portfolio, troubleshooting and resolving software and system-related issues
• Collaborate with cross‑functional teams 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
• Advocate for customers within the employer and represent the employer effectively to customers

What is Required (Qualifications)

• Bachelor’s degree in network engineering, systems engineering, computer science, or a related field, or equivalent work experience
• Exceptional presentation and communication skills
• Strong organizational skills to effectively balance and prioritize case load
• Proficiency in documenting cases with relevant information and time tracking
• Excellent customer service interaction skills, particularly in high-pressure situations

How to Stand Out (Preferred Qualifications)

• Expertise in virtualization environments such as VMware ESXi, KVM, and XEN
• Experience with Linux/Unix operating systems and networking technologies/protocols
• Proficiency in Python and Shell scripting
• Familiarity with databases such as PostgreSQL, MySQL, or graph databases
• Certifications such as CCNA, AWS, Google Cloud, or similar qualifications

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