Blue Planet Advanced Technical Support: Blue Planet (BPI) dedicated engineer

Ciena Corporation; London; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading technology company, Ciena Corporation, seeks an Advanced Technical Support Engineer to join their global support team. This role involves providing post-sales support, troubleshooting, and managing customer issues with a focus on their Blue Planet products, requiring strong technical skills in networking and scripting. You will play a crucial role in enhancing customer experience while working collaboratively with various internal teams.

Qualifications

• 5+ years related experience in a technical support role.
• Experience in Telco industry preferred.
• Strong written and oral communication skills.

Responsibilities

• Act as primary contact for customer issues and cases.
• Engage daily with customers to resolve issues.
• Develop workarounds for product limitations.

Skills

Linux

Troubleshooting

Automation

Network Management

Database Querying

Java

Python

Shell Scripting

Education

Bachelor's degree in related field

Master's degree is preferable

Tools

PostgreSQL

Neo4j

Mysql

Nagios

Grafana

Prometheus

Kibana

Kubernetes

Docker

Job description

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.

How You Will Contribute:

Ciena's Advanced Technical Support Team is hiring an Advanced Technical Support Engineer (CEST time zone) with a strong software background to join the Blue Planet Global Support Team. This post-sales role involves providing L3 support to a major European customer during business hours.

You'll support customer use of the Blue Planet Inventory (BPI) product, manage technical cases, and provide hands-on assistance. BPI is a suite of open, modular, vendor-agnostic applications that help operators improve customer experience, reduce OPEX, and simplify inventory management.

We're looking for someone with a "Customer First" mindset, strong troubleshooting skills, and the ability to work independently. The role involves working with internal teams, scripting in Linux, automating tasks, analyzing performance issues, and documenting Root Cause Analysis (RCA).

Key Responsibilities:

• Primary contact for Blue Planet customer issues and cases
• Daily engagement with the customer to resolve production and non-prod issues
• Escalate critical issues to Engineering as needed
• Develop workarounds to address product limitations
• Provide feedback to internal teams (Account, PLM, R&D)
• Occasional off-hours support and travel as required

The Must Haves:

• Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
• Preferably of 5+ years' experience supporting software solutions
• Preferably has experience in an Engineering or technical support role with an equipment vendor in the Telco industry
• Strong Linux skills with some scripting is mandatory.
• Strong Network Troubleshooting experience
• Knowledge of the OSS/BSS/Network Management solutions/Systems.
• Languages: JAVA, Python, Shell Scripting.
• Database(s): PostgreSQL, Neo4j, Mysql
• Experience in database queries is an advantage.
• Knowledge on SNMP, Syslog, ICMP, SSH recommended
• Hands-on experience on RESTful APIs - interconnected software components interaction, engineering and testing (e.g. NMS applications, controllers, orchestrators, supervisory systems, etc.).
• Experience and understanding of kafka messaging bus.
• Experience in using monitoring tools like Nagios, Grafana, Prometheus and Kibana is desired.
• Deployment environment: Kubernetes, Docker, microservices.
• Experience on Talos Kubernetes is an advantage.
• Deployment experience in cloud-based environment AWS/Azure/GCP/OpenShift is an advantage.
• Experience with CI/CD pipeline - Jenkins etc is an advantage.
• Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)

Assets:

• Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
• Expert monitoring, debugging and troubleshooting skills to collect all the needed information with minimal access and provide information toengineering/PLM for resolution.
• Good automation skills to come up with tools which will help in collecting required information from Customer site with minimal down-time.
• Strong written and oral communication skills. Good communication is a must for this role at a high-end technical level (general product overview) down to deep dive root cause type analysis.
• Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and extra hours needed).

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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.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.