Advanced Technical Support, Blue Planet Portfolio Specialist

Ciena is seeking a talented Blue Planet Portfolio Support Engineer to join our Advance Technical Support Team. This mid-entry level role offers the opportunity to work closely with Customers, Blue Planet Solution Experts, Global Engineering Community, R&D Engineering, and PLM teams to support applications integrated into Blue Planet products and platforms.

Requirements

• Provide technical support to customers using the Blue Planet Software Portfolio, troubleshooting and resolving software and system-related issues.
• Collaborate with cross-functional teams, including Blue Planet Solution Experts, Global Engineering Community, and R&D Engineering, to identify and resolve product bugs and issues.
• Maintain high levels of customer satisfaction through effective communication and prompt issue resolution.
• Develop workarounds to address functionality shortcomings and minimize customer dissatisfaction.
• Assist with multi-product interoperability issues between Blue Planet products or third-party software/equipment.
• Provide valuable feedback to account, PLM, and R&D teams to improve product functionality in future releases.
• Advocate for customers within Ciena and represent Ciena effectively to customers.

Benefits

• 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
• Vacation time
• Paid Family Leave