Specialist, Customer Technical Advocate

Ciena Corporation; City of London, Belfast; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company in London is seeking a Specialist, Customer Technical Advocate to provide technical guidance and ensure customer satisfaction. The successful candidate will have expertise in optical networking and experience in technical support. This position includes responsibilities such as managing escalations and facilitating customer onboarding. Remote work options and a commitment to employee well-being are offered.

Qualifications

• 5–12 years in technical support, customer advocacy, or service delivery in telecom/networking.
• Proven ability to manage technical relationships and escalations.
• Familiarity with Ciena platforms or similar vendors.

Responsibilities

• 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.
• Drive smooth onboarding by aligning expectations with service deliverables.

Skills

Strong expertise in optical networking

Technical relationship management

Stakeholder management

Communication skills

Education

Bachelor’s in Engineering, Telecom, Computer Science, or equivalent

Tools

JIRA

Job description

They gather information about your interactions on the site, such as which pages you visit frequently, how long you stay, and the links or buttons you click. They help us record any difficulties you have with the website and help us to evaluate the effectiveness of our advertising. By analyzing this data, we can understand what aspects of our site are effective and identify areas for improvement.* This is a secondary processing purpose.* This is a secondary processing purpose.* This is a primary processing purpose.* This is a secondary processing purpose.Specialist, Customer Technical Advocate page is loaded## Specialist, Customer Technical Advocatelocations: London: Amsterdam: Milan: Madrid: Belfasttime type: Full timeposted on: Posted Todayjob requisition id: R029158As 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.#LI-SG1Join our to get relevant job alerts straight to your inbox. 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.