Advanced Technical Support Engineer
1d ago

Since 1992, Ciena has been driven by a relentless pursuit of network innovation. We believe in a network that grows smarter, more agile, and more responsive every day.

This means that when you digitally interact in your world - picking up the phone, streaming video, texting a friend or loved one your interactions are being enabled by Ciena technologies.

Ciena makes your social / entertainment / business existence REAL.

Your role

Ciena, "Advance Technical Support Team", has a vacancy in Europe for an Advance Technical 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 Ciena’s Blue Planet Orchestration products.


Key responsibility of the role is to provide high-level technical expertise via the telephone, web, email or at the customer site supporting Ciena’s Blue Planet Orchestration products.

This requires customer interaction skills, technical hands-on, software applications expertise, networking expertise and understanding of application performance characterization requirements on hardware platforms.

This is a shift based role with the assigned shifts changing to meet business needs and will require supporting some on-call shifts as well, which include weekends.

Additional responsibilities include :

The successful candidate will need to demonstrate a deep technical understanding of SDN and NFV orchestration, as well as a strong hold in IP and Layer 2 domain including routing protocols, MEF services and be able to discuss these at a deep technical level with customers.

The customer engagements will involve early SW so the role also requires Network Integration to liaise with R&D to understand newer products in development and be able to feedback potential product improvements to both R&D and Product managers based on customer interactions.

This role as is focused on providing pre / 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.

Required Skills

Understanding of networking technologies and protocols, especially Layer 2 and above : Ethernet / MEF, MPLS , IP, VPNs, TCP, UDP

Programming or scripting experience (Python, PERL, TCL, JAVA, JSON)

Hands-on expertise with virtualization environments : VMWARE ESXi, KVM, XEN

Knowledge and experience with computers / servers, operating systems and databases to include UNIX, LINUX, Docker, Openvswitch, VXworks, Oracle, and MySQL.

Familiar with the use of various optical and Ethernet technologies test equipment.

Hands-on experience on RESTful APIs interconnected software components interaction, engineering and testing (e.g. NMS applications, controllers, orchestrators, supervisory systems, etc.).

Customer-facing experience with data networking and / or IT applications solutions at OSI layers 2-7 and CLI / configuration knowledge for one or more CESR vendors.

Multitasking and adaptability to changing project, priorities and market demands.

Excellent presentation / communication skills.

Ability to work well with cross-functional teams.

Availability to travel up to 25% of the time

Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision

Excellent customer service interaction skills especially in stressful situations.

Ability to diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment.

Assist with multi-product interoperability issues between Ciena products or with external vendor equipment.

Desired Characteristics :

Exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results.

Excellent customer service interaction skills especially in stressful situations.

Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems.

Requires fast and accurate judgment and analysis of complex situations and strong decision making skills

Must be able to work well in a collaborative environment that promotes sharing of knowledge and experiences.

Team Player with the ability to adapt to a continually changing market and customer demands.

Able to prioritize and promptly respond to customer issues / requests.

Hands-on experience with OpenStack platform (or similar)

Knowledge of SDN controllers (or similar)

Knowledge of basic switching and routing protocols and technologies (VRRP, BGP, OSPF, Firewall / ACLs, etc.)

Required Experience

Bachelor of Computer Science or equivalent work experience.

Minimum 10 years in telecommunications or IT related industry.

Preferably has experience in a technical support role with an equipment vendor in the Telco industry

About Ciena

Ciena is a network strategy and technology company with a passion to provide an experience, to you and our customers that is as rewarding as the outcome.

We attract the best and brightest those with outstanding talent, motivation, and the right attitude to contribute to our success.

Our culture balances our openness and informality with professionalism and trust and is built on the foundation of our core values : Customer First, Integrity, Velocity, Innovation, and Outstanding People.

Ciena enables everyone to have a voice and a network that supports them while on the journey to discovering their passion and purpose.

We trust each individual to do what they can to reach their full potential and make an impact on the business, whenever, wherever they are in the world.

With Ciena’s highly innovative, forward-thinking business practices, we reward people for pushing the boundaries. Unlock your potential at Ciena!

Being You Ciena

As part of our commitment to diversity and inclusion, we want to foster an environment that values and respects all individual’s strengths, perspectives, ideas, and ability to meet the needs of our customers globally.

Ciena values the diversity of its workforce and respects its employees as individuals, regardless of race, ethnicity, religion, gender, age, national origin, disability, sexual orientation, veteran or marital status or any other category protected by applicable law.

We do not tolerate any form of discrimination.

Ciena is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

If contacted in relation to a job opportunity, you should advise Ciena in a timely fashion of the specific accommodation measures required for you to be assessed in a fair and equitable manner.

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