Technical Support Manager

hace 6 días

Desde casa, México Ciena A tiempo completo

**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.**

**Scope of Responsibilities**

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.

**Specific Responsibilities**
- 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.

**Education and Experience**
- 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.
- Must have excellent communications skill with the ability to communicate in the **English **language both verbal and written
- Excellent interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
- 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
- Customer-oriented mindset with a strong commitment to providing exceptional customer service.
- Ability to prioritize tasks effectively in a fast-paced environment with a ‘Customer First’ mentality
- Ability to deal with stressful situations
- Knowledge of data communications and IP Networks
- 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.

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