Were looking for a highly motivated, talented, and expert individual who is passionate about solving software problems and helping customers. You will be a coordinated member of a highly transparent, multi-site Customer Response team that triages, investigates, and resolves issues that come in from customers across the globe who are using Ciena MCP Software for managing and planning their networks. Your primary area of focus will be on L2/L3 issues!

MCP is Cienas domain controller, automating lifecycle operations of Cienas packet and optical networks. Based on a microservices architecture, MCP helps network operators to plan, provision, and turn up multi-layer services quickly using a highly intuitive interface. MCP marks a strategic shift from legacy network management software, enabling the transformation to open, scalable software control that easily integrates into network operators Billing and Operations Support Systems (B/OSS) and Orchestration layers using open REST APIs.

What will you do at Ciena?

Triage and investigate L2/L3 issues reported by Ciena customers from across the globe with the end goal of understanding the problem and bringing it to resolution for the customer so that they can continue with their normal operations.

Resolve customer issues by providing a code fix via a patch, by creating scripts, or providing documented and tested workarounds.

Document in detail the status of the investigation daily in the Ciena ticket management system.

Engage various engineering teams, product line managers and product owners as needed to bring proper and timely resolution to the customer issue.

Communicate status on high priority issues.

Keep abreast of new functionality as it is released in order to be able to provide support to customers.

Collaborate with your teammates on complex issues and to assist them in their customer investigations.

Document troubleshooting steps and techniques.

Required Skills:

Experience working with L2/L3 networking technologies in a software development environment is a pre-requisite for this position (Minimum 5 years).

Excellent analysis, troubleshooting and problem-solving skills associated with enterprise software solutions in general.

Excellent written (documentation) and interpersonal communication skills (English).

Ability to deal with stressful situations when dealing with high priority customer issues.

Strong abilities to work as part of a team or independently with little supervision.

Knowledge of Ethernet and TCP/IP networking is required.

Understanding of Layer 3 Networking domain and routing protocols CLNS, DDP, EGP, ICMP, IGMP, IPSec, IPV4/IPV6, OSPF, RIP.

Detailed understanding of OAM&P based products including Service Layer Management, Inventory Management, and Connection Management.

Exposure to Elastic Search and Cassandra databases

Exposure to Apache Kafka stream processing platform

Knowledge and experience with UNIX/Linux, Java, JavaScripting, Docker, JSON, Postman, Python, REST API and associated tools.

Knowledge and/or experience working with our MCP product line, its general functions, architecture, and micro-service is desirable.

Required Experience:

BS/MS degree in Computer Science/Electrical Engineering or equivalent

5 years of progressive experience in a Software role.

Becoming a Ciena employee:

What you can expect from us

You will receive notification of your successful application Successful applicants will be contacted by Talent Acquisition for an initial discussion. If suitable you will be considered for the short list and our formal interview process

Ciena values the diversity of our workforce and respects its employees as individuals, regardless of race, nationality, religion, sexual orientation, gender and age.