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 humanitydriving our business priorities alongside meaningful social, community, and societal impact.
Manager, Global Technical Support
Achieve your ideal career at the forefront of innovation with Ciena. We know the importance of life outside of work, which is why our employees enjoy flexible paid time off and the freedom of working remotely. Ciena empowers our teams with competitive salaries and incentives, community volunteer programs, professional development resources, and support for our mental and physical healthall experienced within a diverse and inclusive culture. To put it simply, we're a technology company driven by our humanity.
How You Will Contribute
Reporting to the Director of Global Technical Support Global Customer Care(GCC), 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.
- Creative thinking you're keen to understand technology and see opportunities to synthesize higher level requirements into design tasks.
- Agility you are readily able to manage competing and ever-changing priorities and maintain a balanced and methodical approach to problem solving.
- Communication expertise You can tailor your message and ideas to the audience to ensure understanding and agreement.
- Leadership the ability to influence, empower and lead by example.
- The flexibility to work independently and as part of a broader team you thrive in a team environment, but are comfortable working independently as required.
- Mentorship you enjoy the opportunity and associated challenges of coaching and mentoring team members.
- A commitment to learning you keep abreast of market, competitor and technology developments and use that information to Ciena's advantage.
The Must Haves
- Bachelor's degree 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
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.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require. 
