[Remote] Advanced Technical Support, Blue Planet Portfolio Specialist

Note: The job is a remote job and is open to candidates in USA. Ciena is a global leader in high-speed connectivity committed to a people-first approach. The Blue Planet Portfolio Support Engineer will provide technical support to customers, troubleshoot software issues, and collaborate with cross-functional teams to enhance product functionality while maintaining high customer satisfaction. Responsibilities 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 Skills Bachelor's degree in network engineering, systems engineering, computer science, or a related field, or equivalent work experience Multitasking and adaptability to shifting priorities and market demands Exceptional presentation and communication skills Strong organizational skills to balance and prioritize case load effectively Proficiency in documenting cases with relevant information and time tracking Self-motivated with excellent time management skills and the ability to work independently Excellent customer service interaction skills, particularly in high-pressure situations Expertise in virtualization environments such as VMware ESXi, KVM, and XEN Experience with Linux/Unix operating systems and networking technologies/protocols, including Ethernet/MEF, MPLS, IP, VPNs, TCP, UDP, IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, and SSH Proficiency in Python and Shell scripting Familiarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases (e.g., Neo4j) Understanding of Docker, microservices, Open vSwitch, Kubernetes, and cloud-based technologies Experience with monitoring tools like Nagios and Grafana Knowledge of CRMs (e.g., Salesforce or other ticketing systems) and source control systems (e.g., SVN, GitHub) Certifications such as CCNA, AWS, Google Cloud, or similar qualifications 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 Compliance with all applicable laws regarding Paid Family Leave and other leaves of absence Company Overview Ciena collaborates with customers to unlock the strategic potential of their networks and and change the way they perform and compete. It was founded in 1992, and is headquartered in Linthicum Heights, Maryland, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship Ciena has a track record of offering H1B sponsorships, with 34 in 2025, 21 in 2024, 36 in 2023, 44 in 2022, 30 in 2021, 29 in 2020. Please note that this does not guarantee sponsorship for this specific role.