Ciena

19 hours ago

Customer Technical Advocate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Serve as the primary technical liaison across the customer lifecycle, strengthening relationships through proactive engagement, escalation management, and technical leadership. Partner with Sales and Customer Service Operations for onboarding and service expectations, lead complex issue support to meet service-level objectives, and drive improvements through post-mortem analysis. Represent Global Technical Support during customer operational reviews while communicating network and implementation updates.

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Partner with Sales and Customer Service Operations to deliver customer onboarding activities with documented, mutually agreed service expectations.
•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 recommend operational improvements.

Key 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 while in Technical Support, Technical Account Management, Network Engineering, or Design roles.
•Ability to apply Layer 1, Layer 2, and Layer 3 networking concepts and optical transport technologies such as 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.

Experience:6-8 yearsTechnology

Education:Bachelor's

Skills:LeadershipAnalytical skillsCustomer focus

Tech Stack:AI toolsLayer 1Layer 2Layer 3DWDMOTNSONET/SDHEthernetFiber optic facilitiesCarrier EthernetOSI ModelTCP/IPMPLSCiena 6500Ciena 8700Ciena NavigatorCiena CPO

Company Brief

Ciena

Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions worldwide.

Industry: Networking Equipment

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Hanover, United States

Founded: 1992

Glassdoor: 3.8

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Ciena

19 hours ago

Customer Technical Advocate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 19 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Partner with Sales and Customer Service Operations to deliver customer onboarding activities with documented, mutually agreed service expectations.
•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 recommend operational improvements.

Key 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 while in Technical Support, Technical Account Management, Network Engineering, or Design roles.
•Ability to apply Layer 1, Layer 2, and Layer 3 networking concepts and optical transport technologies such as 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.

Experience:6-8 yearsTechnology

Education:Bachelor's

Skills:LeadershipAnalytical skillsCustomer focus

Tech Stack:AI toolsLayer 1Layer 2Layer 3DWDMOTNSONET/SDHEthernetFiber optic facilitiesCarrier EthernetOSI ModelTCP/IPMPLSCiena 6500Ciena 8700Ciena NavigatorCiena CPO

Company Brief

Ciena

Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions worldwide.

Industry: Networking Equipment

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Hanover, United States

Founded: 1992

Glassdoor: 3.8

Website LinkedIn