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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Why Ciena:

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable.  We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

How You Will Contribute:

Reporting to the Director of Global Technical Support Global Customer Care(GCC) as a Manager Global Technical Support RSP, you will lead a team of Level 1 Technical Support engineers who provide system level pre & post-sales support for CIENA’s Global Customer base. This includes answering incoming customer calls and Portal requests, testing, troubleshooting, and partnering with our customers (remotely or locally) to solve issues with Ciena products in their network.

• You will lead a team of engineers responsible for answering incoming calls /Portal requests and providing Level 1 Customer Support for Ciena’s Global Customer base.

• You will establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary.

• You will assist engineers to develop in their support role and progress towards future career objectives.

• You will perform other people management related obligations and duties, such as disciplinary, performance management, hire and termination.

• You will represent the department effectively & professionally as required, both internally as well as to our customers

• You will be responsible for escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required.

• You will be ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function.

• You will Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage.

• You will provide input as required for departmental operational reviews.

• You will participate as the Management Escalation contact as required to enable 7x24x365 coverage.

• You will facilitate collaborative relationships between immediate team and peer GCC teams.

• You will work to foster a positive team environment and will be responsible for arranging quarterly team-building activities.

• You will represent the department effectively & professionally as required, both internally as well as to customers

• You may be required to travel to customer sites on a limited basis or for internal Ciena meetings/activities.

What Does Ciena Expect of You?

• Initiative – You’re a self-starter who works with limited direction and is committed to delivering against aggressive deadlines.
• Agility – You are readily able to make key decisions and manage competing and ever-changing account priorities and are largely driven by the software development process.

• Communication expertise – you have the ability to influence and tailor your message and ideas to the audience to ensure understanding and consensus.
• The flexibility to work independently and as part of a broader team – you thrive in a multi-disciplinary team environment, but are comfortable working independently as required.
• Relationship builder – With an ability to influence, you’re able to get work done through others.
• A commitment to innovation – you keep abreast of the market and competitive developments and are always keen to formulate new ideas and problem-solving.

The Must Haves:

• Bachelor’s degree or Diploma coupled with experience in a support or equivalent role with direct customer support responsibilities
• Proven history in people leadership, specifically engineers providing timely technical support in a global environment
• Good understanding of telecommunications systems and / or of Ciena specific products
• Demonstrated proficiency with Microsoft Office Suite and Visio
• Availability for onsite, in-person training and mentoring for a period of approximately 6 months from start date after which a hybrid work model will be possible 
• Ability to prioritize tasks effectively in a fast-paced environment with a ‘Customer First’ mentality 
• Basic understanding of transport and switching systems for telecommunications applications and Optical Networking
• Knowledge of data communications and IP Networks 

The Assets:

• Experience with network management systems would be beneficial 

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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.