Specialist, Customer Technical Advocate

Ciena; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A global technology leader in London is seeking a Customer Technical Advocate to serve as the key technical interface supporting top-tier customers. The ideal candidate will have a Bachelor's in Engineering and 5–12 years of experience in technical support or service delivery. Responsibilities include onboarding, managing relationships, and driving service improvements. This role offers a flexible work culture and the opportunity to impact customer satisfaction significantly.

Qualifications

• 5–12 years in technical support, customer advocacy, or service delivery in telecom/networking.
• Proven ability to manage technical relationships and escalations.
• Experience with ITIL certification or equivalent process knowledge.

Responsibilities

• Drive smooth onboarding by aligning expectations.
• Act as a trusted technical advisor to customer teams.
• Monitor support cases for SLA compliance and escalate issues.
• Conduct root cause analysis to drive service improvements.

Skills

Strong expertise in optical networking

Ability to manage technical relationships

Strong communication

Education

Bachelor’s in Engineering, Telecom, Computer Science

Tools

JIRA

Service tools

Job description

As 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.

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.