At a Glance
- Tasks: Support customers by providing technical guidance and ensuring a seamless experience.
- Company: Ciena, a leader in high-speed connectivity with a people-first culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with travel opportunities and a focus on diversity and inclusion.
- Why this job: Be the key technical advocate for top-tier customers and drive impactful service improvements.
- Qualifications: Bachelor’s degree in Engineering or related field; 5-12 years in technical support.
The predicted salary is between 60000 - 80000 £ per year.
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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.
How You Will Contribute:
As a Specialist, Customer Technical Advocate (CTA) reporting to the Global Customer Advocacy Manager, you will be the key technical interface between Ciena’s Global Services & Support team and our top-tier customers in your region. You will ensure a seamless customer experience through proactive engagement, technical guidance, and escalation management.
Your key responsibilities:
- Drive smooth onboarding by aligning expectations with service deliverables.
- Act as a trusted technical advisor to customer Engineering, Operations, and Implementation teams.
- Monitor support cases to ensure SLA compliance and lead executive-level escalations.
- Lead technical discussions, customer reviews, and translate complex issues into actionable solutions.
- Conduct root cause and exposure analysis to drive service improvements.
- Maintain continuous alignment between customer network changes and Ciena’s support teams.
- Identify and recommend service opportunities based on customer needs.
- Travel: Up to 25% annually.
The Must Haves:
- Education: Bachelor’s in Engineering, Telecom, Computer Science, or equivalent.
- Experience: 5–12 years in technical support, customer advocacy, or service delivery in telecom/networking.
- Technical Skills: Strong expertise in optical networking (e.g., DWDM, OTN, ROADM, SDH/SONET). Exposure to routing and switching is a plus.
- Customer Skills: Proven ability to manage technical relationships and escalations. Strong communication and stakeholder management across all levels.
Assets:
- Familiarity with Ciena platforms or similar vendors.
- Experience with service tools, JIRA, RCA frameworks.
- ITIL certification or equivalent process knowledge.
- Ability to manage global, cross-functional engagements.
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.
Specialist, Customer Technical Advocate in London employer: Ciena Corporation
Ciena is an exceptional employer that prioritises a people-first approach, fostering a flexible work environment that champions individual growth and well-being. With a strong commitment to diversity and inclusion, employees are empowered to thrive in a culture that values their contributions while making a meaningful impact on society. The Specialist, Customer Technical Advocate role offers unique opportunities for professional development and engagement with top-tier customers in vibrant locations like London, ensuring a rewarding career path in the dynamic field of high-speed connectivity.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist, Customer Technical Advocate in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Ciena or similar companies on LinkedIn. Ask them about their experiences and any tips they might have for landing the Specialist, Customer Technical Advocate role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge, especially in optical networking. Be ready to discuss how you've handled customer escalations in the past—real-life examples will make you stand out!
✨Tip Number 3
Show your passion for customer advocacy! During interviews, highlight your commitment to ensuring a seamless customer experience and how you’ve proactively engaged with clients in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest job openings and updates there.
We think you need these skills to ace Specialist, Customer Technical Advocate in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Specialist, Customer Technical Advocate role. Highlight your experience in technical support and customer advocacy, especially in telecom or networking. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you a perfect fit. Don’t forget to mention any relevant projects or experiences that showcase your expertise.
Showcase Your Technical Skills:Since this role requires strong technical knowledge, be sure to highlight your expertise in optical networking and any relevant tools like JIRA. We love seeing candidates who can demonstrate their technical prowess clearly and confidently.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Ciena Corporation
✨Know Your Tech Inside Out
As a Specialist, Customer Technical Advocate, you'll need to demonstrate your expertise in optical networking and related technologies. Brush up on key concepts like DWDM, OTN, and ROADM. Be ready to discuss how you've applied this knowledge in past roles.
✨Showcase Your Customer Skills
This role is all about managing technical relationships. Prepare examples of how you've successfully navigated customer escalations or provided technical guidance. Highlight your communication skills and how you’ve built trust with clients.
✨Understand the Company Culture
Ciena values a people-first approach and a flexible work environment. Research their culture and be prepared to discuss how your values align with theirs. This shows that you're not just a fit for the role, but also for the company.
✨Prepare for Technical Discussions
Expect to lead technical discussions during the interview. Practice explaining complex issues in simple terms, as this will be crucial in your role. Use real-life scenarios to illustrate your problem-solving skills and ability to translate technical jargon.
