Advanced technical support job description

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day. This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one - your interactions are being enabled by Ciena technologies. Ciena makes your social / entertainment / business existence REAL.

No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified below and you think you can bring value to the role, we'd love to learn more about you!

Ciena, "Advance Technical Support Team", has a vacancy in EST time zone of North American for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team.

This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, delivers hands on product evaluation to customers from one-day product demos and works with customer for technical assistance pre-sales.

The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role.

This role will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue 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 troubleshooting performance-based issues and ability to provide solutions as required as well as work with Customers to provide RCA and document the takeaways acquired in that process.
Duties & Responsibilities:
· Monitor support queue for new customer case tickets and take ownership of cases to provide resolution and closure.
· Main focus is supporting local customers in the current time zone, occasional off hours and weekend hours required.
· Raise issues with development teams as required to get issues resolved and delivered to the customer.
· Come up with workarounds to minimize Customer dis-satisfaction with functionality shortcomings.
· Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases.
Skills:
· Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
· Expert monitoring and debugging 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 Customer site with minimal down-time.
· Strong written and oral communication skills. Good communication is a must for this role both 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 in below:
· Linux navigation skills with some shell scripting is mandatory.
· Strong Network Troubleshooting experience.
· Work experience and strong exposure to the Network Management solutions/Systems.
· Languages: JAVA, Python, Shell Scripting.
· Database(s): PostgreSQL, Mysql, clickhouse
· Experience working on IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, SSH
· Ability and experience in working with Traffic-Netflow/Sflow/Cflow/Netstream.
· Experience in using monitoring tools like Nagios, Grafana etc helpful.
· Deployment environment: Docker, microservices.
· Deployment experience in cloud based environment AWS/Azure is a plus!
· Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)

Education & Experience:
· Bachelor's degree in related field from a college or university with 5+ years related experience (or Master with 3+ years).
· Preferably of 5+ years' experience supporting software solutions
· Minimum of 3-5 years in a customer facing or pre-sales role, hands on product evaluation
· Development experience in scripting/automation is recommended

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Being You @ Ciena
As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual's strengths, perspectives, ideas, and ability to meet the needs of our customers globally. Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law. We do not tolerate any form of discrimination. Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status. If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.

We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes. We request candidates to be cautious of misleading communications and not pay any fee/ deposit to individuals/ agencies/ employment portals on the pretext of attending Ciena's interview process or seeking employment with us.