Ciena · 1 day ago
Advanced Technical Support, Blue Planet Portfolio Specialist
United States
Full-time
Remote
Entry, Mid Level
$67K/yr - $107K/yrCiena is a global leader in high-speed connectivity committed to a people-first approach. The Blue Planet Portfolio Support Engineer will provide technical support to customers, troubleshoot software issues, and collaborate with cross-functional teams to enhance product functionality while maintaining high customer satisfaction.
CollaborationDeliverySoftwareTelecommunications
Responsibilities
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
Qualification
Required
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
Preferred
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
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
Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence
Company
Ciena
Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete.
Founded in 1992
5001-10000 employees
H1B Sponsorship
Ciena has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (21)
2023 (36)
2022 (44)
2021 (30)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
unknown1997-02-07IPO
1995-12-01Series C
1994-12-01Series B
Leadership Team
Gary Smith
President & CEO
Kevin Kimberlin
Co-Founder
Recent News
2026-01-06
2026-01-03
Company data provided by crunchbase