Customer Technical Advocate

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.

As a Senior Associate, Customer Technical Advocate (CTA), this role strengthens long term customer loyalty by driving exceptional technical engagement and advocacy for some of Ciena’s most strategic accounts. Operating at the center of customer experience, the role influences service quality, builds trusted relationships across technical teams, and ensures customers realize the full value of Ciena solutions.

How you will make an impact:

• Collaborates with Sales and Customer Service Operations to deliver a seamless onboarding experience aligned to service expectations.

• Partners with franchise teams on business reviews, complex support situations, improvement initiatives, and contract related activities.

• Acts as a trusted technical advisor across customer Engineering, Operations, and Implementation teams to strengthen engagement.

• Monitors and prioritizes technical support cases to meet defined service level objectives.

• Coordinates customer meetings to address technical questions or concerns involving Ciena hardware and software platforms.

• Manages escalations for critical service and support issues, ensuring clear communication, resolution strategies, and actionable deliverables.

• Leads detailed post mortem reviews to refine processes and drive customer satisfaction improvements.

The must haves:

• Bachelor’s degree in Computer Science, Electrical Engineering, or Business Administration, or equivalent high tech experience.

• 5–10+ years in a technical customer engagement role within the technology industry.

• Hands on experience with Ciena products such as 6500, RLS, WaveServer, and MCP in Technical Support, Technical Account Management, Network Engineering, or Design.

• Demonstrated leadership qualities with the integrity to challenge existing approaches.

• Strong analytical skills for converting technical and operational data into actionable insights.

• Proven ability to influence through persuasion, negotiation, and consensus building.

• Professional presence with experience delivering technical presentations to audiences with varying expertise.

Nice to haves:

• Experience supporting customer retention efforts within a large product and services organization across regional markets.

• Customer focused mindset with a collaborative, dynamic approach.

• Results driven work style with a passion for elevating the customer experience.

• Familiarity with developing innovative solutions and responding to competitive dynamics.

• Ability to manage multiple priorities while applying methodical problem solving.

• Skilled at tailoring communication styles to engage diverse audiences.

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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.