Resident Technical Support Engineer 3
Ciena
Pune, India,
2d 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.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified below and you think you can bring value to the role, we’d love to learn more about you!

Ciena, "Resident Technical Support Team", has a role for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Network Integration team.

The Network Integration team is in part responsible for supporting Customer Production Networks, Installations and upgrades.

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, Installation and upgrades to software.

The successful candidate will need to demonstrate a deep technical understanding network operations, fault and performance management space, 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 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

  • Prime Ciena contact for any Blue Planet Customer Case / Issue openedInteract with customer on a daily basis working on production and deployment, issue, etc providing feedback into the larger Ciena team for resolutionInteract with concerned development teams to help get resolve the issue at the earliestGreat monitoring and debugging skills to collect all the needed logs with minimal access and help provide the same to concerned department for resolutionGood automation skills to come up with tools which will help in collecting required information from Customer site with minimal down-timeCome up with 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 releasesProvide 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.
  • Work occasional on-call shifts
  • SKILLS

  • 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 customers India, but you will also be providing off hours support for our customers in other regions.
  • Linux navigation skills with some shell scripting is mandatory
  • A good working knowledge of WAN architectures and technologies ( L2 / L3 Domain).
  • Database(s) : PostgreSQL, Neo4j, Cassandra, Mysql
  • Deployment environment : Docker, microservices
  • Deployment experience in cloud based environment AWS / Azure is a plus.
  • Strong knowledge in XML, Perl or other scripting languages in linux-based environment
  • Ability to interpret and understand SNMP MIBs & TL1 user guides is a plus
  • 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

  • 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 10+ years related experience.

    At least 5-7 years of experience in any Enterprise production support Environment.Minimum of 5 + years of OSS system knowledge especially in network operations, fault and performance management space Minimum of 5 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
  • 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.

    We do not charge any fee for employment and the same applies to the Recruitment Partners we work with. Additionally, we do not ask for any refundable security deposit to be paid in bank accounts for employment purposes.

    We request candidates to be cautious of misleading communications and not pay any fee / deposit to individuals / agencies / employment portals on the pretext of attending Ciena’s interview process or seeking employment with us.

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