Senior 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.

How You Will Contribute:

Reporting to the Senior Director, Global Technical Support, as a Senior Manager, Global Technical Support, you will lead a team of Advanced Technical Support (ATS) engineers responsible for providing customer support 24 x 7 x 365.   This team is specifically focused on select customers that receive dedicated “Secured Support” (e.g. US Government sector and Verizon).

• You will be responsible for hiring, coaching, mentoring, monitoring team performance and developing talent.
• You will act as the escalation point for key customer issues and provide managerial support and guidance to team members.   Your focus will be primarily towards the Secured Support customer segment.
• You will identify opportunities to optimize the team’s workload by identifying process efficiencies.
• You will provide input as required for ATS and / or Engineering operational reviews.
• You will influence the product business community as a customer advocate to drive resolution of product issues and to fast-track product improvement initiatives into Engineering, PLM, and Quality.
• You will foster collaborative working relationships between your immediate team and peer ATS teams, as well as other Ciena teams / organizations to ensure high level of CSAT
• Represents the department effectively & professionally as required, both internally as well as to customers

The Must Haves:

• Bachelor’s degree in related discipline 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.

Assets:

• Knowledge of computers, data communications, UNIX/Sun and IP network experience.

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Pay Range:

 The annual pay range for this position is $124,700 - $199,300. 

Pay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.

Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) & DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence.

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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.