Blue Planet Advanced Technical Support: BPUAA & ROA Support NA

Ciena; Remote; CAD 134,000 - 158,000; Full time

Job summary

A leading telecommunications company is seeking a skilled technical support professional to manage Blue Planet customer cases. This role requires strong Linux and Shell scripting skills, with a minimum of 3 years experience in a technical support role, preferably in the telecom sector. Responsibilities include diagnosing customer issues and developing automation scripts. The position offers a competitive salary of up to $157,800 along with comprehensive benefits in a flexible work environment.

Benefits

Comprehensive benefits package

Eligibility for discretionary bonuses

Opportunities for career advancement

Flexible work environment

Qualifications

• Minimum of 3 years of experience in software technical support, preferably in telecom or network management domains.
• Strong analytical, debugging, and communication skills with a customer‑first approach.

Responsibilities

• Serve as the primary contact for Blue Planet customer cases.
• Diagnose and resolve production issues.
• Develop Unix/Shell scripts for automation.
• Perform root cause analysis and document resolutions.
• Share customer feedback with Product Line Management.

Skills

Linux

Shell scripting

Java

Python

Analytical skills

Customer-focused communication

Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field

Tools

tcpdump

jstack

jmap

AWS

Azure

GCP

OpenShift

Kafka

Nagios

Grafana

Prometheus

Kibana

XML

SQL

Job description

Employer Industry: Technology and Telecommunications

Why consider this job opportunity:

• Salary up to $157,800
• Eligibility for discretionary incentive bonuses for non-sales employees
• Comprehensive benefits package including medical, dental, and vision plans
• Opportunities for career advancement and growth within a people‑first culture
• Flexible work environment promoting individual growth and well‑being
• Chance to contribute to meaningful social and community impact

What to Expect (Job Responsibilities):

• Serve as the primary contact for Blue Planet customer cases, focusing on Unified Assurance and Analytics (UAA) and Blue Planet Route Optimization and Analysis (ROA)
• Diagnose and resolve production and non‑production issues in collaboration with internal teams
• Develop Unix/Shell scripts to automate monitoring, data collection, and alarm generation
• Perform root cause analysis (RCA) and document resolutions and learnings
• Share customer feedback with Product Line Management (PLM) and Research & Development (R&D) to inform future product enhancements

What is Required (Qualifications):

• Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field
• Minimum of 3 years of experience in software technical support, preferably in telecom or network management domains
• Strong Linux and scripting (Shell) skills
• Hands‑on experience with Java, Python, and tools such as tcpdump, jstack, jmap
• Strong analytical, debugging, and communication skills with a customer‑first approach

How to Stand Out (Preferred Qualifications):

• Experience in cloud environments (AWS, Azure, GCP, OpenShift)
• Familiarity with Kafka, Nagios, Grafana, Prometheus, Kibana
• Exposure to fault and performance analytics, GenAI, or Agentic AI
• XML and SQL knowledge
• Prior experience with telecom vendors or network management systems

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