Blue Planet Advanced Technical Support: BPUAA Support EMEA

Ciena; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm in the UK is looking for a skilled Technical Support Engineer to join their Blue Planet Global Support team. The role requires 3+ years of experience in software support, strong Linux and scripting skills, and the ability to collaborate effectively in a distributed team. This position offers a flexible work environment that prioritizes employee growth and well-being.

Benefits

Flexible work environment

Diversity and inclusion initiatives

Equal Opportunity Employer

Qualifications

• 3+ years in software technical support, preferably in telecom or network management domains.
• Strong analytical, debugging, and communication skills with a customer-first approach.
• Ability to work independently and collaborate across a globally distributed team.

Responsibilities

• Serve as the primary contact for Blue Planet customer cases.
• Diagnose and resolve production and non-production issues.
• Develop Unix/Shell scripts for monitoring and data collection.

Skills

Linux skills

Scripting (Shell)

Java

Python

Technical support experience

Analytical skills

Communication skills

Education

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

Tools

Kubernetes

Docker

PostgreSQL

GitHub

JIRA

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

As part of Ciena’s Blue Planet Global Support team, you will provide advanced post-sales support for the Unified Assurance and Analytics (UAA) and Blue Planet product suite. You’ll serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineering and Product teams to drive continuous improvement.

Key Responsibilities

• Serve as the primary contact for Blue Planet customer cases, with a focus on UAA.
• 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 PLM and R&D to inform future product enhancements.
• Support occasional off-hours or weekend activities; limited travel may be required.

The Must Haves

• Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• Experience: 3+ years in software technical support, preferably in telecom or network management domains.
• Technical Expertise:
• Strong Linux and scripting (Shell) skills.
• Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap.
• Familiarity with PostgreSQL, Neo4j, ClickHouse.
• Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH.
• Proficiency with Kubernetes, Docker, and microservices deployment.
• Experience with GitHub, Bitbucket, SVN, JIRA, or Salesforce.

• Strong analytical, debugging, and communication skills with a customer-first approach.

• Ability to work independently and collaborate across a globally distributed team.

Assets (Nice to Have)

• 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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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.