Blue Planet Advanced Technical Support: BPUAA Support EMEA

Ciena Australia Pty; Remote; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company in London is seeking an Advanced Technical Support professional to provide post-sales support for their Blue Planet product suite. The role involves resolving complex customer issues and developing automation solutions. Candidates should have a Bachelor's degree and at least 3 years of experience in technical support with strong skills in Linux and scripting. This position offers a full-time work environment with remote options.

Qualifications

• 3+ years in software technical support, preferably in telecom or network management.
• Experience with cloud environments (AWS, Azure, GCP, OpenShift) is a plus.
• Strong customer-first approach and ability to work independently.

Responsibilities

• Provide advanced post-sales support for UAA and Blue Planet.
• Diagnose and resolve production and non-production issues.
• Develop Unix/Shell scripts to automate monitoring and data collection.
• Perform root cause analysis and document resolutions.

Skills

Linux

Scripting (Shell)

Java

Python

Kubernetes

Docker

Analytical skills

Debugging skills

Communication skills

Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or related field

Tools

tcpdump

PostgreSQL

Neo4j

JIRA

Salesforce

Job description

They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.* This is a secondary processing purpose.* This is a secondary processing purpose.* This is a primary processing purpose.* This is a secondary processing purpose.Blue Planet Advanced Technical Support: BPUAA Support EMEA page is loaded## Blue Planet Advanced Technical Support: BPUAA Support EMEAlocations: Remote-UK: Londontime type: Full timeposted on: Publié aujourd'huijob requisition id: R029256As 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 product suite. You’ll serve as the key technical contact for customers—resolving complex issues, developing automation solutions, and collaborating with Engineering and Product teams to drive continuous improvement.**Key Responsibilities:*** Serve as the primary contact for Blue Planet customer cases, with a focus on UAA.* 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.* **Technical Expertise:** + 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.**Assets (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.* Prior experience with telecom vendors or network management systems.#LI-SG1Join our 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.