Technical Support Engineer

Found in: beBee S IN - 1 month ago

Remote Site, India Ciena Full time

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individualâs passions, growth, wellbeing and belonging. Weâre a technology company that leads with our humanityâdriving our business priorities alongside meaningful social, community, and societal impact.

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Senior Associate Global Technical Support

Why Ciena: 

  • We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
  • We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees.
  • We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
  • We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
  • We know that financial security is important.⯠We offer competitive salaries and incentive programs, RSUâs (job level specific) and an employee share option purchase program.
  • We realize time away to recharge is non-negotiable.⯠We offer flexible paid time off
  • Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute: 

Global Support Engineer with a strong networking and software background. In this role, you will work very closely with our Customers, Global Engineering Community, R&D Engineering and PLM teams. As part of this team, you will be involved in supporting applications being integrated into Cienaâs Blue Planet Orchestration products.

This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, delivers hands on product evaluation to customers and works with customer for technical assistance pre-sales.

This role is focused on providing post-sales support, will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, interest in learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems, good understanding of Linux operating systems including Redhat, Centos and Oracle. The candidate should be able to troubleshoot and review logs based on the symptoms of the problem.

This role is a great steppingstone for any graduate looking to kickstart their career in the technology industry, offering the chance to work with cutting-edge software and a team of experienced professionals. We offer a supportive and inclusive work environment and are committed to the professional growth and development of our employees.

Roles & Responsibilities:

  • Provide first level technical support to customers using BluePlanet ROA software, troubleshooting and resolving software and system related issues.
  • Collaborate with the engineering team to identify, report and resolve product bugs and issues.
  • Assist in the development and maintenance of technical documentation, including user manuals and knowledge base articles.
  • Maintain a high level of customer satisfaction through effective communication and prompt resolution of issues.
  • Interact with customer daily working on production and deployment, issue, etc â providing feedback into the larger Ciena team for resolution.
  • Come up with workarounds to minimize customer dis-satisfaction with functionality shortcomings.
  • Provide feedback back into account/PLM/R&D community to help improve product functionality in future releases.
  • Act as the customer advocate internally to Ciena, and the Ciena support person to the customer.
  • Availability to travel if required.

What Does Ciena Expect of You? 

  • Initiative â Youâre a self-starter who works with limited direction and is committed to delivering against aggressive deadlines. 
  • Agility â you are readily able to make key decisions and manage competing and ever-changing priorities. 
  • Communication expertise â you possess the ability to influence and tailor your message and ideas to the audience to ensure understanding and agreement. 
  • The flexibility toâ¯work independentlyâ¯and asâ¯part of a broader team â you thrive in a multi-disciplinary team environment, but are comfortable working independently as required. 
  • Relationship builder â with an ability to influence, youâre able to quickly develop trusted connections and get work done across multi sites. 
  • A commitment to innovation â you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem solve. 
  • A passion for coaching â fully understanding and appreciating the power of the mentorship role. 

  

The Must Haves:    

  • Understanding of networking technologies and protocols, especially Layer 2 and above: Ethernet/MEF, MPLS, IP, VPNs, TCP, UDP, IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, SSH
  • Experience in Operating systems: Linux/Unix
  • Multitasking and adaptability to changing project, priorities and market demands.
  • Excellent presentation / communication skills.
  • Ability to work well with cross-functional teams.
  • Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision.
  • Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.

Good To Have

  • Hands-on expertise with virtualization environments: VMWARE ESXi, KVM, XEN
  • Python, Shell Scripting
  • Database(s): PostgreSQL, MySQL, click house.
  • Understanding of Docker, microservices, open switch, Kubernetes
  • Understanding of cloud-based technologies.
  • Ability and experience in working with Traffic - NetFlow/Sflow/Cflow/Netstream.
  • Experience in using monitoring tools like Nagios, Grafana etc. helpful.
  • Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)
  • Excellent customer service interaction skills especially in stressful situations.

Education

  • Bachelorâs degree in network engineering, systems engineering, computer science or related field.
  • Preferably has experience in a work placement with an equipment vendor in the Telco industry.
  • CCNA or equivalent level qualification would be advantageous.

Not ready to apply? Join our Talent Community to get relevant job alerts straight to your inbox.

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.

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