Ciena2 jobs

Customer Technical Advocate

Mid levelSeniorFull-timeHybridMelbourne VIC, AustraliaPosted 5 days agoVerified 5 days ago
Pending fitX of Y criteria met

About the job

The Customer Technical Advocate at Ciena plays a vital role in strengthening customer relationships by serving as the primary technical liaison throughout the customer lifecycle. This job is all about driving customer retention, advocacy, and service excellence through proactive engagement and technical leadership. Ciena fosters a flexible work environment that empowers individual growth and well-being, making it a fantastic place to thrive and make a meaningful impact.

You'll be responsible for

🤝

Collaborating with teams

Collaborating with Sales and Customer Service Operations to deliver customer onboarding activities and establish service expectations.
🔍

Monitoring technical support cases

Monitoring and prioritizing technical support cases to achieve service level objectives and agreements.
⚠️

Leading escalation management

Leading escalation management activities for highly escalated Services and Support issues, ensuring effective communication and resolution planning.

Key criteria

📚

Bachelor's degree or equivalent experience

Bachelor’s in Computer Science, Engineering, or Business preferred.

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🛠️

6-8 years in technical customer engagement

Proven experience in a technology industry customer-facing role.

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🌐

Experience with Ciena products

Familiarity with 6500, 8700, and Navigator products is essential.

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5 criteria for this job
Bachelor's degree or equivalent experience
Bachelor’s in Computer Science, Engineering, or Business preferred.

View

6-8 years in technical customer engagement
Proven experience in a technology industry customer-facing role.

View

Experience with Ciena products
Familiarity with 6500, 8700, and Navigator products is essential.

View

Knowledge of networking protocols
Experience with Layer 1, 2, and 3 protocols and optical transport.

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Technical presentation skills
Demonstrated ability to create and deliver technical communications.

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