Manager, Global Technical Support

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

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Your Role

As Manager of Global Technical Support (GTS), you will be responsible leading a team of engineers providing technical support to our global customer installed base for Ciena products.

You will remove roadblocks and find innovative ways to deliver concrete solutions to deliver the next generation of technical support to Ciena customers. You are expected to develop and maintain an inclusive culture to lead, inspire and motivate a team with diverse technical skills and talents to enable learning for performance and growth.

You will work with other internal teams to drive business growth.

Responsibilities

Manage, lead, and mentor team of engineers to deliver best in class technical support to Ciena customers.

Provide flexible approach to meet customer deliverables.

Own CSAT and team ESAT

Inspire and motivate engineers to develop their technical expertise across our products, develop customer management skills and help engineers progress towards their career objectives and aspirations

Ensure engineers are technically skilled to manage

Customer cases

Customer escalations

Customer communications

Work cross functionally with Sales/Services/Project/Product experts ensuring timely delivery of solutions to our customers

Drive customer satisfaction with regular interactions, timely responses and resolving customer network challenges.

Establish and maintain a good working relationship between different internal Ciena teams and customers

Conduct regular case reviews to manage customer tickets.

Develop in-depth knowledge of existing Customer networks, ongoing deployments and overall solutions deployed using Ciena equipment

Identify Advanced Services ‘up sell” opportunities for customer networks

Ensure timely completion and approval of time sheets including PTOs using Ciena tool as per local laws and HR guidelines.

Manage front line escalation of customer technical issues and enable 7x24x365 coverage by coordinating on call support coverage as required.

Provide technical support related input for business operational reviews

Drive product improvement initiatives into R&D, PLM, Quality, etc.

Represent GTS effectively & professionally to both internal and external customers

Facilitate collaborative relationships between customers and Ciena teams ensure high level of CSAT

Promote a healthy and collaborative working relationship between stake holders including but not limited to the following

Direct customers

Channel partners

Ciena Services and Sales Organization

Ciena Technical Support teams and Customer Technical Advocate

Ciena R&D, PLM, Quality and Project Delivery team

Candidate Profile

Highly energetic, dynamic and experienced manager in Technical Support Services, with a passion for delivering solutions that will differentiate Ciena from the competition.

Must be able to demonstrate capability to build lasting customer relationships and inspire a team to perform at their best.

Minimum Requirement

Bachelor’s degree in Electronics and Communications Engineering or equivalent related fields like computing and IT.

Previous experience as a people manager or team leader of a technical support team is a must

Fluent in English language. Ability to speak Mandarin, Cantonese or Japanese will be an advantage.

8-10 years related experience in customer service and support role with direct customer interaction experience

Proven experience developing, inspiring and motivating a team of diverse skills and talents to enable learning for growth and performance

Embraces Customer First mentality

Good understanding of telecommunication infrastructure is a must (i.e. DWDM transport system)

Technical knowledge in the field of telecommunications (optical systems, L2/L2 switches and routers) is a must

Preferred Qualifications

First-hand experience as technical support engineer in the field of telecommunications

Good understanding of Ciena specific products and services

Experience handling Ciena products

Proven team leadership and / or crisis management skills in the field of technical support

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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.

R025073

Remote/Remotely/Tele/Telecommute/From home