Advanced Technical Support Engineer

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.

Ciena is the global leader in high-speed connectivity, building adaptive networks to empower customers, partners, and communities to thrive in the AI era. Join us as an Advance Technical Support Engineer in our Blue Planet division to shape the future of network orchestration and inventory management.

How You Will Contribute:

• 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.

The Must Haves:

• 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.

Nice to Haves:

• 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).

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Pay Range:

The annual pay range for this position in Canada is C$82,200 - C$131,400.

The annual pay range for this position in US is $82,300 - $131,500.

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including 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, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.  Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.