Specialist, Customer Technical Advocate
6 giorni fa
How You Will Contribute
As a Specialist, Customer Technical Advocate (CTA) reporting to the Global Customer Advocacy Manager, you will be the key technical interface between Ciena's Global Services & Support team and our top-tier customers in your region. You will ensure a seamless customer experience through proactive engagement, technical guidance, and escalation management.
Your Key Responsibilities
Drive smooth onboarding by aligning expectations with service deliverables.
Act as a trusted technical advisor to customer Engineering, Operations, and Implementation teams.
Monitor support cases to ensure SLA compliance and lead executive-level escalations.
Lead technical discussions, customer reviews, and translate complex issues into actionable solutions.
Conduct root cause and exposure analysis to drive service improvements.
Maintain continuous alignment between customer network changes and Ciena's support teams.
Identify and recommend service opportunities based on customer needs.
Travel: Up to 25% annually.
The Must Haves
Education: Bachelor's in Engineering, Telecom, Computer Science, or equivalent.
Experience: 5–12 years in technical support, customer advocacy, or service delivery in telecom/networking.
Technical Skills:
Strong expertise/ knowledge in Ciena optical networking equipment like 6500 (e.g., DWDM, OTN, ROADM, SDH/SONET).
Exposure to routing and switching is a plus.
Customer Skills:
Proven ability to manage technical relationships and escalations.
Strong communication and stakeholder management across all levels.
Assets
Familiarity with Ciena platforms or similar vendors.
Experience with service tools, JIRA, RCA frameworks.
ITIL certification or equivalent process knowledge.
Ability to manage global, cross-functional engagements.
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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