Blue Planet, Advanced Technical Support Engineer NA

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

Job summary

A leading technology company in Canada is seeking a professional to serve as the primary contact for customer issues. The ideal candidate will have a strong educational background with significant customer-facing experience, alongside strong troubleshooting and communication skills. This role will involve analyzing technical challenges, collaborating with engineering teams, and developing functional improvements. A comprehensive benefits package and career growth opportunities are offered.

Benefits

Comprehensive benefits package

401(K) with company matching

Employee Stock Purchase Program

Flexible work culture

Qualifications

• 5+ years of experience in customer-facing roles or a Master's degree with 3+ years.
• Strong analytical and problem-solving skills.
• Expertise in debugging, monitoring, and troubleshooting.

Responsibilities

• Serve as primary contact for customer issues.
• Analyze and troubleshoot deployment challenges.
• Collaborate with engineering to deliver solutions.
• Develop workarounds to enhance functionality.
• Provide insights for future product enhancements.

Skills

Analytical skills

Problem-solving

Communication skills

Customer relations

Education

Bachelor’s degree in a related field

Master’s degree in a related field

Tools

Automation tools

Cloud environments (AWS, Azure, GCP)

Jenkins

GitHub

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

Equal‑Opportunity Employment Statement

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