Blue Planet Advanced Technical Support: BPUAA Support EMEA

Ciena; Remote; GBP 40,000 - 60,000; Full time

Job summary

A global technology leader in the United Kingdom seeks a technical support specialist for their Blue Planet Global Support team. This role involves providing advanced support for Unified Assurance and Analytics products, acting as the key technical contact for customers. Candidates should possess a Bachelor’s or Master’s degree in Computer Science or Engineering and have at least three years of experience in software technical support. Strong skills in Linux, Shell scripting, and communication are essential. A flexible work culture is promoted.

Qualifications

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

Responsibilities

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

Skills

Linux

Shell scripting

Java

Python

tcpdump

PostgreSQL

Kubernetes

Docker

GitHub

Education

Bachelor’s or Master’s degree in Computer Science or Engineering

Tools

JIRA

Salesforce

Bitbucket

Salesforce

Docker

PostgreSQL

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.

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