Blue Planet Advanced Technical Support: BPUAA Support EMEA

Ciena; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in the United Kingdom seeks an experienced software technical support specialist. This role involves advanced post-sales support for the Unified Assurance and Analytics product suite, focusing on diagnosing and resolving complex issues. The ideal candidate has over 3 years of experience in software support, strong Linux skills, and proficiency in scripting. The company offers a flexible work environment and values individual growth.

Qualifications

• 3+ years of experience in software technical support, preferably in telecom or network management.
• Strong Linux and scripting (Shell) skills.
• Hands-on experience with essential tools and technologies.

Responsibilities

• Serve as the primary contact for customer cases, focusing on Unified Assurance and Analytics.
• Diagnose and resolve production issues collaborating with internal teams.
• Document resolutions and learnings after root cause analysis.

Skills

Strong analytical skills

Debugging skills

Communication skills

Customer-first approach

Ability to work independently

Collaboration skills

Education

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

Tools

Linux

Java

Python

PostgreSQL

Neo4j

Kubernetes

Docker

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.

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