Tech Company Ciena Is Hiring a Customer Technical Advocate (Some Travel)

There’s tech and then there is high tech. Ciena is a company that creates networking strategies that help the most advanced technology companies in the world do what they do.

Right now the company is hiring a customer technical advocate to work as a liaison between its high tech clients and Ciena’s support team. This is a remote position that requires 25% or more travel. West coast candidates are preferred, but Ciena will consider anyone based in the U.S.

Specialist, Customer Technical Advocate at Ciena

Responsibilities include:

• Facilitating a positive onboarding experience for new customers. 
• Developing solid customer relationships across customers’ business including engineering, operations and implementation. 
• Monitoring and engaging technical support casework. 
• Providing timely updates, resolution strategies and action plan deliverables. 
• Analyzing technical issues and conducting detailed post-mortem reviews resulting in suggested actions that will increase customer satisfaction 
• Translating and communicating root cause analysis reports and product bulletins between Ciena and its customers. 
• Monitoring customer success indicators and proactively identifying and addressing post-sale tech issues

Applicants for this position must have:

• Bachelor’s degree in business administration, computer sciences, electrical engineering, or relevant experience.
• Six years of experience in a technical customer engagement role within the tech industry.
• Experience with Ciena products (e.g. 6500, 8700, MCP, etc.) while serving in a technical support, technical account management, network engineering, or design role. 
• Demonstrable leadership experience.
• Negotiating skills with a knack for persuasion and consensus-building. 
• Willingness/ability to travel 25% or more.
• Excellent analytical skills. 
• Experience providing exceptional service to customers in a large product and services organization. 

Benefits include:

• Health, dental, vision, life and disability insurance.
• 401(k).
• Paid time off.
• Employee stock purchase plan.
• Tuition assistance.
• Volunteer time off.

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Be sure to browse other job listings in our Work-From-Home Jobs Portal. We post new opportunities all the time — and we vet them, too.

Tyler Omoth is a contributor to The Penny Hoarder.