Customer Technical Advocate

🔥 30 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• Collaborate with Sales and Customer Service Operations to deliver customer onboarding activities with documented and mutually agreed service expectations. • Partner with franchise teams during customer business reviews, improvement initiatives, contract-related activities, and complex customer situations. • Develop technical relationships across customer engineering, operations, and implementation organizations. • Monitor and prioritize technical support cases to achieve service level objectives and agreements. • Lead escalation management activities for highly escalated Services and Support issues, including communication updates and resolution planning. • Analyze technical issues and customer experience outcomes through post-mortem reviews and recommendations for operational improvements. • Represent Global Technical Support during customer operational reviews while communicating network changes, growth activities, and implementation updates.

🎯 Requirements

• Bachelor’s degree in Computer Sciences, Electrical Engineering, or Business Administration preferred, or relevant years of work experience in a high-tech environment. • 6–8 years in the technology industry in a technical customer engagement role. • Experience with Ciena products, including 6500, 8700, and Navigator. • Application of Layer 1, Layer 2, and Layer 3 networking protocols, optical transport technologies including DWDM, OTN, SONET/SDH, Ethernet, and related test equipment. • Experience diagnosing and resolving issues involving fiber optic facilities, Carrier Ethernet, and Ciena CPO products, including case quality assurance activities. • Utilization of AI tools and application of datacom and telecom concepts including the OSI Model, TCP/IP, and MPLS. • Demonstrated experience creating and delivering technical presentations, reports, emails, and customer-facing communications for technical, operational, and management audiences.

🏖️ Benefits

• Flexible work environment • Employee growth and well-being initiatives • Diverse workplace • Remote work options