Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to customers utilizing the Blue Planet Software Portfolio, effectively troubleshooting and resolving software and system-related challenges.

• Work collaboratively with cross-functional teams, such as Blue Planet Solution Experts, the Global Engineering Community, and R&D Engineering, to identify and address product bugs and issues.

• Uphold high levels of customer satisfaction through proactive communication and swift issue resolution.

• Create workarounds to mitigate functionality limitations and reduce customer dissatisfaction.

• Aid in resolving multi-product interoperability challenges involving Blue Planet products or third-party software/equipment.

• Offer valuable insights to account management, PLM, and R&D teams to enhance product functionality in future releases.

• Serve as a customer advocate within Ciena and represent the company effectively to clients.

⛳️ Requirements

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

• Ability to multitask and adapt to changing priorities and market demands.

• Excellent presentation and communication abilities.

• Strong organizational skills to effectively manage and prioritize workload.

• Proficiency in documenting cases with relevant details and tracking time accurately.

• Self-driven with outstanding time management skills and the capability to work independently.

• Exceptional customer service skills, especially in high-pressure scenarios.

• Knowledge of virtualization environments such as VMware ESXi, KVM, and XEN (Nice to Have).

• Familiarity with Linux/Unix operating systems and networking technologies/protocols (Nice to Have).

• Skills in Python and Shell scripting (Nice to Have).

• Understanding of databases like PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j) (Nice to Have).

• Knowledge of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologies (Nice to Have).

• Experience with monitoring tools such as Nagios and Grafana (Nice to Have).

• Familiarity with CRMs (e.g., Salesforce or other ticketing systems) and source control systems (e.g., SVN, GitHub) (Nice to Have).

• Relevant certifications such as CCNA, AWS, Google Cloud, or similar qualifications (Nice to Have).

🏝️ Benefits

• Medical, dental, and vision plans

• Participation in 401(K) (USA) & DCPP (Canada) with company matching

• Employee Stock Purchase Program (ESPP)

• Employee Assistance Program (EAP)

• Company-paid holidays

• Paid sick leave

• Vacation time