Technical Support Lead

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. Why Ciena: · We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work. · We believe an inclusive, diverse, and barrier-free work environment makes for empowered and committed employees. · We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs. · We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities. · We know that financial security is important.  We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program. · We realize time away to recharge is non-negotiable.  We offer flexible paid time off! · Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance. Position Summary: Ciena, "Advance Technical Support Team", has a vacancy in India - Remote for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team. This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio. The team provides technical support, delivers hands on product evaluation to customers from one-day product demos and works with customer for technical assistance pre-sales. This role is focused on providing 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, interest in learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems, good understanding of Oracle and websphere and should be able to troubleshoot and review Logs based on the symptoms of the problem. This role also requires experience in writing shell scripts in Unix to automate tasks or create alarms as required, troubleshooting performance-based issues in Oracle and provide suggestions as required as well as work with internal delivery teams to provide RCA and document the learnings acquired in that process. ESSENTIAL DUTIES AND RESPONSIBILITIES: Prime Ciena contact for any Blue Planet Customer Case/Issue opened Interact with customer on a daily basis working on production and deployment issues, providing feedback into the larger Ciena team for resolution. Interact with concerned development teams to help get resolve the issue at the earliest Component monitoring and debugging skills to collect all the needed logs with minimal access and help provide the same to concerned department for resolution Proficient automation skills to create/assist with tools which will help in collecting required information from Customer site with minimal down-time Ability to create workarounds 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 Provide weekly execute updates on the execution and status of the customer engagements Ensure overall customer deployment plans and timelines are driven to success and any limiting issues are successfully driven through the Ciena team. Act as the customer advocate internally to Ciena and the Ciena support person to the customer. Availability to travel if required. SKILLS Detailed-oriented with strong analytical and problem resolution skills Should be able to work independently and be able to work in 247 shifts if required. Must Have OPERATING SYSTEMS: UNIX/Linux LANGUAGES: Pl/SQL , JAVA, Shell Scripting DATABASE(S): Oracle 11g/12c Working Knowledge in VMware/AWS Graph database (neo4j), postgres Good to have Telecommunications knowledge including SONET, DWDM, Ethernet, SDWAN, Docsis, xPON, IP, MPLS OSS products such as Amdocs, Ericsson, Netcracker, Blue Planet Network Inventory Design and Planning, Network Discovery and Activation Experience supporting mission critical distributed systems Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other) Strong written and oral English communication skills Experience with OSS systems such as CA NimSoft, HP Openview, IBM Netcool/Tivoli or Infovista is a plus knowledge of SQL an advantage DESIRED CHARACTERISTICS EDUCATION / EXPERIENCE At least 2-3 years of experience in any Enterprise production support Environment. Although part of a larger group, the candidate must be satisfied working in customer environment with limited other on-site Ciena support. Excellent English communication skills. Primary focus is supporting local customers, but you will also be providing off hours support for our customers in other regions. Linux navigation skills with some shell scripting is mandatory Development experience in scripting/automation is recommended The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role. Great communication skills are a must for this role both at a high-end technical level (general product overview) down to deep dive “CTO” type analysis.< >Self-starter and self-manager with positive attitude. Team orientation, organized, and capable of independent work. Multitasking: able to manage many projects simultaneously, and appropriately determine priorities. Acumen for problem solving. Ability to lead in an environment of change – flexibility, creativity and patience. Ability to learn and grasp technical concepts related to products being developed. Able to work effectively at all work and communicate at levels within the Ciena workforce.Bachelor’s degree in related field from a college or university with 3+ years related experience. Preferably of 2+ years experience support software solutions Minimum of 2 years in a customer facing/pre-sales, hands on product evaluation environment. Preferably has experience in a technical support role with an equipment vendor in the Telco industry 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. If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require