Blue Planet Advanced Technical Support: BPUAA Support EMEA

Ciena is seeking a support engineer to provide advanced post-sales support for their Blue Planet product suite, focusing on Unified Assurance and Analytics. The role involves resolving complex technical issues, developing automation solutions, and collaborating with engineering teams.

Location: United Kingdom

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.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 3+ years in software technical support, preferably in telecom or network management domains.
• Strong Linux and scripting (Shell) skills.
• Proficiency with Kubernetes, Docker, and microservices deployment.
• Familiarity with PostgreSQL, Neo4j, ClickHouse.
• Familiarity with Kafka, Nagios, Grafana, Prometheus, Kibana.
• Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap.
• Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH.
• 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.