Blue Planet Portfolio Support

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. Blue Planet Portfolio Support Engineer – EMEA Blue Planet, a division of Ciena, is seeking a Blue Planet Portfolio Support Engineer to join the Advanced Technical Support Team in EMEA. This post-sales role sits at the intersection of networking and software, supporting customers as they deploy and operate Blue Planet applications within their networks. The position offers exposure to cutting-edge software platforms, close collaboration with global engineering teams, and meaningful impact on customer success. How you will make an impact: Deliver first-level technical support for the Blue Planet software portfolio, troubleshooting and resolving software and system-related issues Partner with Blue Planet Solution Experts, the Global Engineering Community, Research and Development (R&D) Engineering, and Product Line Management (PLM) teams to identify, report, and resolve product defects Maintain high levels of customer satisfaction through clear communication, structured problem solving, and timely issue resolution Develop and document effective workarounds to minimize customer impact from functional limitations Support 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 Advocate for customer needs internally while representing Ciena’s technical and quality standards externally The must haves: Working knowledge of Linux or Unix operating systems Exposure to containerization and cloud-native technologies including Docker, Kubernetes, microservices, and Open vSwitch 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 Ability to analyse logs, datasets, and system behaviour to isolate root causes Experience with Python and shell scripting for troubleshooting or automation Familiarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databases Strong written and verbal communication skills with the ability to remain effective in high-pressure situations Proven ability to manage and prioritize multiple customer cases simultaneously Nice to haves: Hands-on experience with virtualization platforms such as VMware ESXi, Kernel-based Virtual Machine (KVM), or Xen Solid understanding of networking concepts and protocols, including Ethernet, Multiprotocol Label Switching (MPLS), Internet Protocol (IP), Virtual Private Networks (VPNs), Transmission Control Protocol (TCP), User Datagram Protocol (UDP), Interior Gateway Protocols (IGP) such as Open Shortest Path First (OSPF) or Intermediate System to Intermediate System (IS-IS), Border Gateway Protocol (BGP), Layer 2 and Layer 3 VPNs, Simple Network Management Protocol (SNMP), Syslog, Internet Control Message Protocol (ICMP), and Secure Shell (SSH) Experience with cloud-based architectures and monitoring tools such as Nagios or Grafana Familiarity with customer relationship management and ticketing systems such as Salesforce or Jira Industry certifications such as Cisco Certified Network Associate (CCNA), Linux, Kubernetes, Amazon Web Services (AWS), or Google Cloud #LI-ST1 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.