Blue Planet Advanced Technical Support: BPUAA & ROA Support NA

As 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.

How You Will Contribute

As part of Ciena’s Blue Planet Global Support team, you will provide advanced post-sales support for the Unified Assurance and Analytics (UAA) and Blue Planet Route Optimization and Analysis (ROA) products.

You’ll serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineeringand Product teams to drive continuous improvement.

• Serve as the primary contact for Blue Planet customer cases, with a focus on UAA as primary and ROA as secondary.
• Diagnose and resolve production and non-production issues in collaboration with internal teams.
• Develop Unix/Shell scripts to automate monitoring, data collection, and alarm generation.
• Perform root cause analysis (RCA) and document resolutions and learnings.
• Share customer feedback with PLM and R&D to inform future product enhancements.
• Support occasional off-hours or weekend activities; limited travel may be required.

The Must Haves

• Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• Experience: 3+ years in software technical support, preferably in telecom or network management domains.

• Strong Linux and scripting (Shell) skills.
• Hands-on experience with Java, Python, and tools such as tcpdump, jstack, jmap.
• Familiarity with PostgreSQL, Neo4j, ClickHouse.
• Understanding of SNMP, Netconf, TL1, REST APIs, Telemetry, Syslog, ICMP, SSH.
• Proficiency with Kubernetes, Docker, and microservices deployment.
• Experience with GitHub, Bitbucket, SVN, JIRA, or Salesforce.
• Strong analytical, debugging, and communication skills with a customer-first approach.
• Ability to work independently and collaborate across a globally distributed team.

Nice to Have

• Experience in cloud environments (AWS, Azure, GCP, OpenShift).
• Familiarity with Kafka, Nagios, Grafana, Prometheus, Kibana.
• Exposure to fault and performance analytics, GenAI, or Agentic AI.
• XML and SQL knowledge.
• Understanding of networking technologies and protocols, especially Layer 2 and 
  above:
• Ethernet/MEF, MPLS , IP, VPNs, TCP, UDP
• Experience working on IGP (ISIS, OSPF), BGP, L2/L3 VPN
• Ability and experience in working with Traffic Netflow/Sflow/Cflow/Netstream
• Prior experience with telecom vendors or network management systems.

#LI-BS1

Pay Range:  

The annual pay range for this position in Canada is C$82,200 - C$131,400.

The annual pay range for this position in US is $82,300 - $131,500.

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.