Are you ready to elevate your career with cutting-edge software and a team of industry professionals? Blue Planet, a division of Ciena, is seeking a talented Blue Planet Portfolio Support Engineer to join our Advance Technical Support Team. This mid-entry level role offers the opportunity to work closely with Customers, Blue Planet Solution Experts, Global Engineering Community, R&D Engineering, and PLM teams to support applications integrated into Blue Planet products and platforms.

How You Will Contribute:

• Provide technical support to customers using the Blue Planet Software Portfolio, troubleshooting and resolving software and system-related issues.

• Collaborate with cross-functional teams, including Blue Planet Solution Experts, Global Engineering Community, and R&D Engineering, to identify and resolve product bugs and issues.

• Maintain high levels of customer satisfaction through effective communication and prompt issue resolution.

• Develop workarounds to address functionality shortcomings and minimize customer dissatisfaction.

• Assist with multi-product interoperability issues between Blue Planet products or third-party software/equipment.

• Provide valuable feedback to account, PLM, and R&D teams to improve product functionality in future releases.

• Advocate for customers within Ciena and represent Ciena effectively to customers.

The Must Haves:

• Bachelor’s degree in network engineering, systems engineering, computer science, or a related field, or equivalent work experience.

• Multitasking and adaptability to shifting priorities and market demands.

• Exceptional presentation and communication skills.

• Strong organizational skills to balance and prioritize case load effectively.

• Proficiency in documenting cases with relevant information and time tracking.

• Self-motivated with excellent time management skills and the ability to work independently.

• Excellent customer service interaction skills, particularly in high-pressure situations.

Nice to Haves:

• Expertise in virtualization environments such as VMware ESXi, KVM, and XEN.

• Experience with Linux/Unix operating systems and networking technologies/protocols, including Ethernet/MEF, MPLS, IP, VPNs, TCP, UDP, IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, and SSH.

• Proficiency in Python and Shell scripting.

• Familiarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j).

• Understanding of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologies.

• Experience with monitoring tools like Nagios and Grafana.

• Knowledge of CRMs (e.g., Salesforce or other ticketing systems) and source control systems (e.g., SVN, GitHub).

• Certifications such as CCNA, AWS, Google Cloud, or similar qualifications.

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Pay Range:

The annual pay range for this position in Canada is C$67100 - C$107300.

The annual pay range for this position in US is $65500 - $104700.