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

Blue Planet Advanced Technical Support: Blue Planet (BPI) Dedicated Engineer

Apply locations: Remote-Poland, Remote-UK, Remote-Netherlands, London

Time type: Full time

Posted on: Posted Yesterday

Job requisition id: R027005

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual's passions, growth, wellbeing, and belonging. We're a technology company that leads with our humanity-driving our business priorities alongside meaningful social, community, and societal impact.

Ciena's "Advance Technical Support Team" has a vacancy in the CEST timezone for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team. In this role, the successful candidate will work closely with a major European customer, providing dedicated L3 support during business hours.

This is a post-sales technical role focused on assisting customer use of the BPI product as well as handling customer tickets/cases opened for Blue Planet BPI product. The team provides technical support, delivers hands-on product evaluation to customers from one-day product demos, and works with customers for technical assistance pre-sales. Blue Planet Inventory (BPI) is a suite of open, modular, and vendor-agnostic product applications that help network operators improve customer experience, reduce OPEX, and inventory management system complexity, and improve operational efficiencies.

The successful candidate will need to enjoy working daily with customers and have a "Customer First" attitude to their role. This role will require a person to have good breadth of knowledge as well as a sense of urgency to help resolve customer issues at the earliest, curiosity about learning various applications, and showing self-motivation in understanding and making attempts to resolve customer problems.

This role also requires experience in writing shell scripts in Linux to automate tasks, troubleshoot performance-based issues, and provide suggestions as required, as well as work with internal delivery teams to provide RCA and document the takeaways acquired in that process.

Duties & Responsibilities:

• Prime Ciena contact for any Blue Planet customer case/issue opened.
• Interact with customers daily, identifying, analyzing, and resolving issues, working on production and non-prod deployment-providing feedback into the larger Ciena team for resolution.
• Main focus is supporting local customers in the current timezone; occasional off/late hours and weekend hours required.
• Raise issues with Engineering teams as required to get issues resolved and delivered to the customer.
• Come up with workarounds to minimize customer dissatisfaction with functionality shortcomings.
• Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases.
• Availability to travel if required.

Skills:

• Detail-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 to engineering/PLM for resolution.
• Good automation skills to come up with tools which will help in collecting required information from the customer site with minimal downtime.
• 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).

Experience:

• Strong Linux skills with some scripting is mandatory.
• Strong network troubleshooting experience.
• Knowledge of 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, etc.).

Education & Experience:

• Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
• Preferably 5+ years' experience supporting software solutions.
• Preferably has experience in an engineering or technical support role with an equipment vendor in the Telco industry.

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Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

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