Customer Technical Advocate
Ciena
Unknown, Unknown, Australia
Full-Time
Competitive
OfficeExecutive
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.
Ciena is seeking a Customer Technical Advocate who strengthens customer relationships by serving as the primary technical liaison throughout the customer lifecycle. This role drivescustomerretention,advocacy,andserviceexcellencethroughproactiveengagement,escalationmanagement,andtechnicalleadership.Thepositionpartnerscloselywithcustomersandinternalteamstoimproveoperationaloutcomesandcustomerexperience.
Howyouwillmakeanimpact:
CollaboratewithSalesandCustomerServiceOperationstodelivercustomeronboardingactivitieswithdocumentedandmutuallyagreedserviceexpectations.
Partnerwithfranchiseteamsduringcustomerbusinessreviews,improvementinitiatives,contract-relatedactivities,andcomplexcustomersituations.
Developtechnicalrelationshipsacrosscustomerengineering,operations,andimplementationorganizations.
Monitorandprioritizetechnicalsupportcasestoachieveservicelevelobjectivesandagreements.
LeadescalationmanagementactivitiesforhighlyescalatedServicesandSupportissues,includingcommunicationupdatesandresolutionplanning.
Analyzetechnicalissuesandcustomerexperienceoutcomesthroughpost-mortemreviewsandrecommendationsforoperationalimprovements.
RepresentGlobalTechnicalSupportduringcustomeroperationalreviewswhilecommunicatingnetworkchanges,growthactivities,andimplementationupdates.
Themusthaves:
Education:Bachelor’sdegreeinComputerSciences,ElectricalEngineering,orBusinessAdministrationpreferred,orrelevantyearsofworkexperienceinahigh-techenvironment.
Experience:6–8yearsinthetechnologyindustryinatechnicalcustomerengagementrole.
ExperiencewithCienaproducts,including6500,8700,andNavigator,whileservinginTechnicalSupport,TechnicalAccountManagement,NetworkEngineering,orDesignroles.
ApplicationofLayer1,Layer2,andLayer3networkingprotocols,opticaltransporttechnologiesincludingDWDM,OTN,SONET/SDH,Ethernet,andrelatedtestequipment.
Experiencediagnosingandresolvingissuesinvolvingfiberopticfacilities,CarrierEthernet,andCienaCPOproducts,includingcasequalityassuranceactivities.
UtilizationofAItoolsandapplicationofdatacomandtelecomconceptsincludingtheOSIModel,TCP/IP,andMPLS.
Demonstratedexperiencecreatinganddeliveringtechnicalpresentations,reports,emails,andcustomer-facingcommunicationsfortechnical,operational,andmanagementaudiences.
Nicetohaves:
Leadershipqualitieswithhighintegrity.
Out-of-the-boxapproachthatchallengesthestatusquo.
Abilitytoinfluencethroughpersuasion,negotiation,andconsensusbuilding.
Strongbusinessjudgmentappliedtocomplexbusinessissues.
Stronganalyticalskillswiththeabilitytotranslatedataintoactionableinsights.
Demonstratedexperienceretainingcustomerswithinalargeproductandservicesorganizationspanningregionalcountriesinthetechnologysector.
ProfessionalpresencetocommunicateandpresenttoleadershipaudienceswithinCienaandcustomerorganizations.
#LI-SG1
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.