Customer Tech Advocate: Network & Service Excellence

Ciena Corporation; Australia; On-site; AUD 110,000 - 170,000; Full time

Job summary

Ciena Corporation is seeking a Customer Technical Advocate in Australia to strengthen customer relationships by acting as the primary technical liaison throughout the customer lifecycle.

You will collaborate with Sales, Operations, and engineering teams to deliver onboarding, manage escalations, and drive service excellence. The role focuses on proactive engagement, technical leadership, and improving operational outcomes for customers.

Qualifications

• Bachelor's degree in Computer Science, Electrical Engineering, or Business Administration or relevant experience in high-tech environments.
• 6–8 years in technology industry in a technical customer engagement role.
• Experience with Ciena products (6500, 8700, Navigator) inTechnical Support, TAM, Network Engineering, or Design contexts.
• Proficiency with Layer 1–3 networking protocols, DWDM/OTN/SONET-SDH/Ethernet, and related test equipment.

Responsibilities

• Collaborate with Sales and Customer Service Operations to deliver onboarding activities with defined service expectations.
• Partner with franchise teams during customer reviews, improvement initiatives, and contract-related activities.
• Develop technical relationships across customer engineering, operations, and implementation teams.
• Monitor and prioritize technical support cases to meet SLAs.
• Lead escalation management for highly escalated services and support issues with updates and resolution planning.
• Analyze technical issues and customer experience outcomes to propose operational improvements.
• Represent Global Technical Support during customer reviews and communicate network changes and updates.

Skills

Technical customer engagement

Networking (OSI layers)

Fiber optic & Carrier Ethernet

Ciena product knowledge

Technical presentations

Communication skills

Problem solving

Education

Bachelor's degree in CS/EE/Business Admin

Tools

AI tools

Networking test equipment

Job description

Ciena Corporation is seeking a Customer Technical Advocate in Australia to strengthen customer relationships by acting as the primary technical liaison throughout the customer lifecycle.

You will collaborate with Sales, Operations, and engineering teams to deliver onboarding, manage escalations, and drive service excellence. The role focuses on proactive engagement, technical leadership, and improving operational outcomes for customers.