Blue Planet Portfolio Support

Ciena is seeking a Blue Planet Portfolio Support Engineer to join their Advanced Technical Support Team in EMEA. The role involves supporting customers with Blue Planet software applications, troubleshooting, and collaborating with engineering teams to improve product quality.

Location: EMEA

Responsibilities

• 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

Requirements

• 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