Advanced Technical Support Engineer

Ciena; Canada; Remote; CAD 110,000 - 132,000; Full time

Job summary

A leading technology company in Canada is seeking a skilled Customer Support Engineer to address customer issues, troubleshoot deployment challenges, and collaborate with engineering teams. Ideal candidates will have a Bachelor’s degree (or Master’s) with relevant experience and strong analytical skills. This role offers an excellent salary and comprehensive benefits package, alongside opportunities for career advancement.

Benefits

Comprehensive benefits package

401(K) with company matching

Collaborative work environment

Qualifications

• 5+ years of experience or Master's with 3+ years.
• Strong analytical and problem-solving skills.
• Expertise in debugging and troubleshooting.

Responsibilities

• Serve as the primary contact for customer cases.
• Analyze, troubleshoot, and resolve deployment challenges.
• Collaborate with engineering teams to deliver solutions.

Skills

Analytical skills

Problem-solving skills

Communication skills

Automation tools proficiency

Linux scripting

Network troubleshooting

Education

Bachelor’s degree in a related field

Master’s degree in a related field

Tools

Automation tools

CI/CD pipelines tools

Cloud environments (AWS, Azure, GCP)

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
• Participation in 401(K) with company matching and Employee Stock Purchase Program
• Supportive and collaborative work environment with a flexible work culture
• Chance to influence the future of network orchestration and inventory management

What to Expect (Job Responsibilities)

• Serve as the primary contact for customer cases and issues, ensuring prompt and effective resolution
• Analyze, troubleshoot, and resolve deployment challenges while providing feedback for continuous improvement
• Collaborate with engineering teams to address technical issues and deliver solutions to customers
• Develop workarounds to enhance functionality and reduce customer dissatisfaction
• Provide insights to product management and R&D teams to drive future product enhancements

What is Required (Qualifications)

• 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 analyze information efficiently
• Proficiency in automation tools to streamline data collection and minimize downtime
• Exceptional written and oral communication skills for deep technical analysis and product discussions

How to Stand Out (Preferred Qualifications)

• Advanced Linux skills with scripting expertise
• Network troubleshooting experience and familiarity with OSS/BSS/Network Management systems
• Programming knowledge in Java, Python, and Shell scripting
• Experience with cloud environments (AWS, Azure, GCP, OpenShift) and CI/CD pipelines (Jenkins, GitHub)
• Familiarity with open‑source technologies such as Logstash, Kibana, and Elasticsearch

#Technology #HighSpeedConnectivity #CareerOpportunity #CompetitivePay #BenefitsPackage

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