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 – EMEABlue 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 issuesPartner 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 defectsMaintain high levels of customer satisfaction through clear communication, structured problem solving, and timely issue resolutionDevelop and document effective workarounds to minimize customer impact from functional limitationsSupport multi-product interoperability across Blue Planet solutions and third-party software or equipmentProvide actionable feedback to account teams, PLM, and R&D to influence future product enhancementsAdvocate for customer needs internally while representing Ciena’s technical and quality standards externallyThe must haves:Working knowledge of Linux or Unix operating systemsExposure to containerization and cloud-native technologies including Docker, Kubernetes, microservices, and Open vSwitchBachelor’s degree in network engineering, systems engineering, computer science, or a related field, or equivalent practical experienceFoundational experience supporting software applications in customer-facing or post-sales environmentsAbility to analyse logs, datasets, and system behaviour to isolate root causesExperience with Python and shell scripting for troubleshooting or automationFamiliarity with databases such as PostgreSQL, MySQL, ClickHouse, or graph databasesStrong written and verbal communication skills with the ability to remain effective in high-pressure situationsProven ability to manage and prioritize multiple customer cases simultaneouslyNice to haves:Hands-on experience with virtualization platforms such as VMware ESXi, Kernel-based Virtual Machine (KVM), or XenSolid 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 GrafanaFamiliarity with customer relationship management and ticketing systems such as Salesforce or JiraIndustry certifications such as Cisco Certified Network Associate (CCNA), Linux, Kubernetes, Amazon Web Services (AWS), or Google Cloud#LI-ST1At 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.SummaryLocation: Remote-UK; Remote-Netherlands; Remote- UK- Northern Ireland; Remote-Poland; LondonType: Full time