Advanced Technical Support Engineer 3 job opportunity at Ciena Corporation.

Home Jobs In Australia Tag: Job Advanced Technical Support Engineer 3 position at Ciena Corporation


DateMore Than 30 Days Ago bot
Ciena Corporation Advanced Technical Support Engineer 3
Experience: General
Pattern: Remote
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degreeGeneral
loacation Remote-Australia, Australia
loacation Remote-Austral..........Australia

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. Ciena , "Advance Technical Support Team", has a vacancy in   the   AEST   timezone   for an Advance Technical Support Engineer with a strong software background to join the Blue Planet Global Support Team.   In this role, the successful candidate will work closely with   major global customers , providing dedicated L3 support   during business hours .      This is a post-sales technical role with a focus on   assisting   customers in using the Blue Planet Orchestrator and Inventory products. This role is focused on providing post-sales support, will require a person to have a good breadth of knowledge as well as a sense of urgency to help resolve customer issues at the earliest, interest in learning various applications and showing self-motivation in understanding and making attempts to resolve customer problems, good understanding of Linux operating systems, including Red Hat, CentOS and Oracle. The candidate should be able to troubleshoot and review logs based on the symptoms of the problem.     The successful candidate will need to enjoy working daily with customers and have a “Customer First” attitude to their role .         This role will require person to have good breadth of knowledge as well as sense of urgency to help resolve customer issue at the earliest, curiosity about   learning various applications and showing self-motivation in understanding   and making attempts to resolve customer problems .     Duties & Responsibilities:    Prime Ciena contact for any Blue Planet customer case/issue opened   Inte ra ct with customer on daily,   identifying ,   analysing   and resolving issues, working on production and non-prod deployment– providing feedback into the larger Ciena team for resolution.   Main focus   is supporting   global   customer   in current   time zone ,   occasional off /late   hours and weekend hours   required .   Ra ise   issues with   Engineering   teams   as   required   to   get   issues resolved   and delivered to the customer.   Come 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 releases.   Availability   to   travel if   required     Required   Skills:    Detailed-oriented with strong analytical and problem resolution skills in a customer facing role.   Expert monitoring ,   debugging   and troubleshooting   skills to collect all the needed   information   with minimal access and   provide information   to engineering /PLM   for   resolution .    Good automation skills to   come up with   tools which will help in collecting required information from Customer site with minimal down-time.   Strong written and o ra l communication skills .     Good communication   is   a must   for this role   at   a high-end technical level (gene ra l product overview) down to deep dive   root cause   type analysis.   Should be able to work independently and be able to work with a globally distributed team (Occasional weekend support and ext ra   hours needed).   #LI-SM #LI-Hybrid #LI-Remote   Not ready to apply? Join our   Talent Community   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.

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