Blue Planet Advanced Technical Support: BPUAA Support EMEA

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

How You Will Contribute

As part of Ciena’s Blue Planet Global Support team, you will provide advanced post-sales support for the Unified Assurance and Analytics (UAA) and Blue Planet product suite. You’ll serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineering and Product teams to drive continuous improvement.

Key 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.

The Must Haves

• Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.

• Experience: 3+ years in software technical support, preferably in telecom or network management domains.

• Technical Expertise:

  • Strong Linux and scripting (Shell) skills.

  • Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap.

  • Familiarity with PostgreSQL, Neo4j, ClickHouse.

  • Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH.

  • Proficiency with Kubernetes, Docker, and microservices deployment.

  • 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.

Assets (Nice to Have)

• Experience in cloud environments (AWS, Azure, GCP, OpenShift).

• Familiarity with Kafka, Nagios, Grafana, Prometheus, Kibana.

• Exposure to fault and performance analytics, GenAI, or Agentic AI.

• XML and SQL knowledge.

• Prior experience with telecom vendors or network management systems.

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