Australia onlyAs 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, "Advance Technical Support Team", has a vacancy intheAESTtimezonefor an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team.In this role, the successful candidate will work closely withmajor global customers, providing dedicated L3 supportduring business hours.
This is a post-sales technical role with a focus onassistingcustomers in using the Blue Planet Orchestrator and Inventory products. This role is focused on providing post-sales support, will require a person to have a good breadth of knowledge as well as a sense of urgency to help resolve customer issues 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 Red Hat, CentOS and Oracle. The candidate should be able to troubleshoot and review logs based on the symptoms of the problem.
The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role.
This role will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, curiosity aboutlearning various applications and showing self-motivation in understandingand making attempts to resolve customer problems.
Duties & Responsibilities:
Prime Ciena contact for any Blue Planet customer case/issue opened
Interact with customer on daily,identifying,analysingand resolving issues, working on production and non-prod deployment– providing feedback into the larger Ciena team for resolution.
Main focusis supportingglobalcustomerin currenttime zone,occasional off/latehours and weekend hoursrequired.
Raiseissues withEngineeringteamsasrequiredtogetissues resolvedand delivered to the customer.
Come up withworkarounds to minimize Customer dis-satisfaction with functionality shortcomings.
Bring feedback back into Account/PLM/R&D community to help improve product functionality in future releases.
Availabilitytotravel ifrequired
RequiredSkills:
Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.
Expert monitoring,debuggingand troubleshootingskills to collect all the neededinformationwith minimal access andprovide informationto engineering/PLMforresolution.
Good automation skills tocome up withtools which will help in collecting required information from Customer site with minimal down-time.
Strong written and oral communication skills.Good communicationisa mustfor this roleata high-end technical level (general product overview) down to deep diveroot causetype analysis.
Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and extrahours needed).
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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.
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