Blue Planet Portfolio Support

Blue Planet Portfolio Support focuses on delivering first-level technical support for the blue planet software portfolio, troubleshooting and resolving software and system-related issues.

What the role involves

• Delivering first-level technical support for the Blue Planet software portfolio, troubleshooting and resolving software and system-related issues.
• Develop and document effective workarounds to minimize customer impact from functional limitations.
• Supporting multi-product interoperability across Blue Planet solutions and third-party software or equipment.
• Provide actionable feedback to account teams, PLM, and R&D to influence future product enhancements.
• Ability to analyse logs, datasets, and system behaviour to isolate root causes.
• Proven ability to manage and prioritize multiple customer cases simultaneously.

Skills and requirements

• Working knowledge of Linux or Unix operating systems.
• Bachelor’s degree in network engineering, systems engineering, computer science, or a related field, or equivalent practical experience.
• Foundational experience supporting software applications in customer-facing or post-sales environments.
• Experience with Python and shell scripting for troubleshooting or automation.

Candidate fit

• Maintaining high levels of customer satisfaction through clear communication, structured problem solving, and timely issue resolution.

Additional role context

• Operate Blue Planet applications within their networks.
• Advocate for customer needs internally while representing Ciena’s technical and quality standards externally.
• Familiarity with customer relationship management and ticketing systems such as Salesforce or Jira.