Software Support Engineer

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.

How You Will Contribute

• Provide advanced technical support, resolving escalated issues from L1 and L2 support teams.
• Perform in-depth root cause analysis to address and resolve complex technical challenges.
• Collaborate with cross-functional teams, including engineering, support, and product groups, to deliver effective solutions.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Enhance efficiency and service delivery by continuously improving processes and workflows within the support team.
• Write, maintain, and debug Python and Java code, optimizing database queries and procedures for Neo4j and PostgreSQL.Support debugging, deployment, and environment setup using Docker, AWS, and Kubernetes.

The Must Haves

• 5+ years of experience in software development or technical support roles.
• Backend development expertise in Python and Java, including frameworks like Spring (MVC, Boot, Data).
• Strong knowledge of databases, especially Neo4j (Graph DB) and PostgreSQL.
• Familiarity with tools like Docker, Kubernetes, and RESTful APIs using Spring MVC.
• Solid understanding of programming concepts such as algorithms, data structures, and database design.
• Effective communication and collaboration skills to operate within a global team environment.

Nice to Haves

• Experience with ElasticSearch, Kafka integration, BPMN workflows, and Drools.
• Proficiency in frontend development using TypeScript, JavaScript, HTML, CSS, and Angular 2+.
• Domain knowledge in Telecom, OSS, and Inventory Management.
• Familiarity with testing frameworks such as Protractor, Jasmine, and JUnit.
• Certifications such as AWS Certified Solutions Architect – Associate, CKA: Certified Kubernetes Administrator, or CKD: Certified Kubernetes Application Developer.

#LI-BS1

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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.