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Advanced Technical Support Lead - London, United Kingdom - Ciena

Ciena

Verified Company

London, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This is a post-sales technical role with focus on assisting customer use the product as well as handle customer tickets/cases open for Blue Planet product/portfolio.

The team provides technical support, delivers hands on product evaluation to customers and works with customer for technical assistance pre-sales.

Duties & Responsibilities:

Prime Ciena contact for any Blue Planet customer case/issue opened
Interact with customer on a daily basis working on production and deployment, issue, etc providing feedback into the larger Ciena team for resolution
Interact with concerned development teams to resolve issues in a timely manner
Come up with workarounds to minimize customer dissatisfaction with functionality shortcomings.
Provide feedback back into account/PLM/R&D community to help improve product functionality in future releases
Ensure overall customer deployment plans and timelines are driven to success and any limiting issues are successfully driven through the Ciena team.
Act as the customer advocate internally to Ciena, and the Ciena support person to the customer.
Availability to travel if required

Required skills:

Understanding of networking technologies and protocols, especially Layer 2 and above: Ethernet/MEF, MPLS, IP, VPNs, TCP, UDP
Handson expertise with virtualization environments: VMWARE ESXi, KVM, XEN
Experience in belowOperating systems: Linux/

Unix Languages:
Python, Shell Scripting

Database(s): PostgreSQL, Mysql, clickhouse

Understanding of Docker, microservices, openvswitch, Kubernetes
Understanding of cloud based technologies

Experience working on IGP (ISIS, OSPF), BGP, L2/L3 VPN, SNMP, Syslog, ICMP, SSH
Ability and experience in working with Traffic
Netflow/Sflow/Cflow/Netstream.
Experience in using monitoring tools like Nagios, Grafana etc helpful.
Source Control (svn, github) and Ticketing systems (JIRA, salesforce, other)
Multitasking and adaptability to changing project, priorities and market demands.
Excellent presentation / communication skills.
Ability to work well with crossfunctional teams.
Motivated selfstarter with excellent time management skills and an ability to work from broad guidelines with mínimal supervision
Excellent customer service interaction skills especially in stressful situations.
Assist with multiproduct interoperability issues between Ciena products or with external vendor equipment.

Desired skills:

Deployment experience in Docker, microservices, openvswitch, Kubernetes
Deployment experience in cloud based environment AWS/Azure

Education & Experience:

Bachelor of Computer Science or equivalent work experience.
Minimum 5 years in telecommunications or IT related industry.
Preferably has experience in a technical support role with an equipment vendor in the Telco industry

Salary:
£38,000.00-£80,000.00 per year

Benefits: