Application Support Engineer, Service Reliability Engineering

Ciena; Canada; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading technology company in Canada is seeking a Senior Applications Support Engineer to ensure the reliability and scalability of enterprise applications. This role involves managing critical systems, leading incident responses, and implementing automation. The ideal candidate should have strong experience with cloud infrastructure and exceptional problem-solving skills. This position offers opportunities to impact systems in a collaborative environment.

Qualifications

• Experience managing and maintaining highly available systems.
• Proficiency in programming to automate tasks.
• Strong understanding of monitoring tools.
• Deep knowledge of system performance optimization.
• Excellent communication skills across teams.

Responsibilities

• Design and manage robust infrastructure solutions.
• Monitor system health using metrics and automated tools.
• Lead incident response efforts during service disruptions.
• Analyze root causes of failures and implement fixes.
• Develop scripts to automate repetitive tasks.
• Collaborate with development teams on reliability goals.

Skills

System performance optimization

Incident management

Automation scripting

Cloud-based infrastructure

Metrics analysis

Communication skills

Education

Master’s degree in Computer Science or related field

Tools

Salesforce

Oracle

Mulesoft

ServiceNow

Oracle Integration Cloud

Advanced observability tools

Job description

Overview

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.

Are you passionate about ensuring the reliability, performance, and scalability of enterprise applications? Join Ciena as a Senior Applications Support Engineer and play a critical role in supporting and optimizing systems like Salesforce, Oracle, Mulesoft, Oracle Integration Cloud, ServiceNow, and custom-built solutions. If problem-solving, automation, and innovation excite you, this is your opportunity to make an impact in a fast-paced, collaborative environment.

Responsibilities

• Design and manage robust infrastructure solutions to ensure the reliability and scalability of critical systems.
• Monitor system health proactively using performance metrics and automated tools to detect and resolve issues before they impact users.
• Lead incident response efforts during service disruptions, ensuring swift resolution and minimal downtime.
• Analyze root causes of system failures and implement long-term fixes to enhance system reliability.
• Develop scripts and tools to automate repetitive tasks, improving operational efficiency and reducing manual interventions.
• Partner with development teams to align on reliability goals and integrate best practices into software design and deployment.
• Maintain comprehensive system documentation to support efficient troubleshooting and knowledge sharing.
• Identify areas for enhancement and apply cutting-edge technologies and operational practices to drive continuous improvement.

Qualifications

• Experience managing and maintaining highly available systems, including cloud-based infrastructure.
• Proficiency in programming to automate repetitive tasks and reduce manual effort.
• Strong understanding of monitoring tools, incident management platforms, and metrics analysis.
• Deep knowledge of system performance optimization, troubleshooting methodologies, cloud platforms, databases, CI/CD, distributed systems, and security best practices.
• Excellent communication skills (written and verbal) to collaborate effectively across cross-functional teams.
• Calm and methodical approach to problem-solving in high-pressure situations, with an analytical mindset for interpreting data and predicting future issues.
• Ability to view interconnected systems holistically, anticipating broader impacts and designing for resilience.
• Proven ownership and proactiveness in identifying potential problems, performance bottlenecks, and areas for improvement before they impact users.

Assets

• Master’s degree in Computer Science, Information Technology, or a related field.
• Familiarity with advanced observability tools and incident management platforms.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

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