Ciena · 1 day ago
Blue Planet, Advanced Technical Support Engineer NA
United States
Full-time
Onsite
Senior Level
$82K/yr - $132K/yr
5+ years expCiena is the global leader in high-speed connectivity, committed to a people-first approach. The Advanced Technical Support Engineer will serve as the primary contact for customer cases, analyze and resolve deployment challenges, and collaborate with engineering teams to enhance customer satisfaction.
CollaborationDeliverySoftwareTelecommunications
Responsibilities
Serve as the primary contact for Blue Planet customer cases and issues, ensuring prompt and effective resolution
Analyze, troubleshoot, and resolve production and non-production deployment challenges while providing feedback to internal teams for continuous improvement
Collaborate with engineering teams to address and resolve technical issues, delivering solutions to customers
Develop workarounds to reduce customer dissatisfaction and enhance functionality
Advocate for customer needs internally while ensuring deployment plans and timelines are successfully achieved
Provide insights to product management and R&D teams to drive future product enhancements
Travel as needed to support customer deployments and engagements
Qualification
Required
Bachelor's degree in a related field with 5+ years of experience, or Master's degree with 3+ years
Strong analytical and problem-solving skills in customer-facing roles
Expertise in debugging, monitoring, and troubleshooting, with the ability to collect and analyze information efficiently
Proficiency in automation tools to streamline data collection and minimize downtime
Exceptional written and oral communication skills, capable of deep technical analysis and high-level product discussions
Independent working capability with flexibility to support globally distributed teams, including occasional weekend and extra hours
Solid understanding of telecom evolution (3G, 4G, 5G) and RAN architecture
Experience with data networking and IT applications solutions across OSI layers 2-7, including Telco vendor CLI/configuration knowledge
Preferred
Advanced Linux skills with scripting expertise
Network troubleshooting experience and familiarity with OSS/BSS/Network Management systems
Programming knowledge in Java, Python, and Shell scripting
Database proficiency (PostgreSQL, Neo4j, MySQL)
Knowledge of SNMP, Syslog, ICMP, and SSH protocols
Hands-on experience with RESTful APIs, Kafka messaging bus, BPMN, and TOSCA
Familiarity with open-source technologies such as Logstash, Kibana, Elasticsearch, Nagios, Grafana, Swagger API, and Open-API
Deployment experience in cloud environments (AWS, Azure, GCP, OpenShift, WRCP) and CI/CD pipelines (Jenkins, GitHub)
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
Paid Family Leave
Company
Ciena
Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete.
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