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- Tasks: Engage with customers to enhance their experience and ensure they get the most from Ciena's tech.
- Company: Join Ciena, a leader in high-speed connectivity with a people-first culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact by building strong customer relationships and driving satisfaction.
- Qualifications: Bachelor's degree in relevant field and 5-10 years in technical customer engagement.
- Other info: Dynamic role with a focus on collaboration and innovative problem-solving.
The predicted salary is between 36000 - 60000 £ per year.
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritising 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.
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 centre of customer experience, the role influences service quality, builds trusted relationships across technical teams, and ensures customers realise the full value of Ciena solutions.
Responsibilities- 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 prioritises 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.
- 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.
- Experience supporting customer retention efforts within a large product and services organisation 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.
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.
Customer Technical Advocate employer: Ciena
Contact Detail:
Ciena Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Technical Advocate
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ciena on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Ciena's products and services. Knowing your stuff about their tech will show you're genuinely interested and ready to engage with customers effectively.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've tackled technical challenges in the past. This will help you demonstrate your problem-solving abilities and customer-focused mindset.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Technical Advocate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Technical Advocate role. Highlight your technical expertise and any relevant experience with Ciena products to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer engagement and how your background makes you a perfect fit for our team. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills: In your application, share examples of how you've tackled complex technical challenges in the past. We love seeing how you approach problems and what innovative solutions you've come up with!
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 and shows us you’re serious about joining our team at Ciena!
How to prepare for a job interview at Ciena
✨Know Your Tech Inside Out
Make sure you’re well-versed in Ciena products like the 6500, RLS, WaveServer, and MCP. Brush up on their features and how they solve customer problems. This will help you demonstrate your technical expertise and show that you can be a trusted advisor.
✨Showcase Your Customer Engagement Skills
Prepare examples of how you've successfully built relationships with customers in previous roles. Highlight your experience in managing escalations and ensuring customer satisfaction. This will illustrate your ability to drive exceptional technical engagement.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific technical support situations or customer concerns. Think through potential scenarios beforehand and outline your approach to problem-solving and communication. This will showcase your analytical skills and methodical problem-solving abilities.
✨Tailor Your Communication Style
Practice adapting your communication style to suit different audiences. Whether you're talking to engineers or business stakeholders, being able to convey complex information clearly is key. Prepare to demonstrate this skill during your interview by engaging with your interviewer in a way that resonates with them.