Manager, Global Technical Support

hace 3 semanas


Mexico City Mexico Ciena Mexico S.A. de C.V. 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.

Not ready to apply? Join ourto get relevant job alerts straight to your inbox.

First level manager leading a team of engineers in providing 7x24x365 technical support of global customer installed base for Ciena products.

• Lead a team of GTS engineers, potentially located across more than a single physical geography
• Establish & monitor team performance expectations through annual Ciena HR process, providing regular feedback & coaching as necessary
• Assist engineers to develop in their support role and progress towards future career objectives
• Performs other people management related obligations and duties, such as disciplinary, performance management, hire and termination.
• Escalation management of hot issues both from a customer management perspective, as well through providing managerial support & guidance to engineers as required
• Ensuring team is equipped to manage workload through staffing, process efficiencies and on-call schedule as appropriate for given function
• Manage / coordinate / define on-call rotations as required to support 7x24x365 coverage
• Provide input as required for GTS and / or Engineering operational reviews
• Participate as Management Escalation contact as required by organizational structure to enable 7x24x365 coverage
• Influence business community as customer advocate to drive resolution of product issues as well as to drive product improvement initiatives into Engineering, PLM, Quality, etc.
• Facilitate collaborative relationships between immediate team and peer GTS team, as well as between immediate team and other Ciena teams / organizations to ensure high level of CSAT
• Represents the department effectively & professionally as required, both internally as well as to customers
• Will serve other needs of the Director to make their day-to-day activities more manageable.

Not ready to apply? Join ourto get relevant job alerts straight to your inbox.

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.

  • Mexico City Amazon Web Services Mexico S. de R.L. de C.V. - C68 A tiempo completo

    As a Training Program Manager based at the Mexico City site; you will be responsible for delivering, implementing and administering high quality training programs for technical and non-technical learning programs for Support. This role focuses on program management and co-ordination for New Hire (NH) and Tenured engineers in MEX, you will additionally assist...


  • Mexico City Datadog A tiempo completo

    Manager 2, Technical Support Engineering Mexico City, Mexico We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical...


  • Mexico City Datadog A tiempo completo

    Manager 1, Technical Support Engineering - Mexico City Mexico City, Mexico Manager 1, Technical Support Engineering We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and...


  • Mexico City Mexico Ciena Mexico S.A. de C.V. 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...


  • Mexico City Amazon Web Services Mexico S. de R.L. de C.V. - C68 A tiempo completo

    Would you like join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? At AWS Enterprise Support we’re looking for a Technical Account Manager to support our customers’ creative and transformative spirit of innovation across all technologies....


  • Mexico City Datadog A tiempo completo

    Technical Support Engineer 2 Mexico City, Mexico Technical Support Engineer 2 We are Datadog's in-house product experts. The Technical Solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via...

  • Technical Support

    hace 2 semanas


    Mexico City SpotOn A tiempo completo

    At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their...

  • Program Manager

    hace 1 mes


    Mexico City SGI Global, LLC A tiempo completo

    SGI Global is seeking a Program Manager (PM) to support the Department of State, Bureau of International Narcotics and Law Enforcement Affairs (INL) in Mexico City, Mexico, which requires professional and administrative support services to work with the U.S. Foreign Assistance Program to Mexico. The PM shall be based in Mexico City, and shall have overall...


  • Mexico City Nissan Motor A tiempo completo

    At Nissan, minds race. Imagination gets a green light. Each opportunity is the fuel that drives an idea from inspiration to real-life. We are seeking a dedicated and customer-focused Technical Support Engineer to join our dynamic team. The Technical Support Engineer will be responsible for providing technical assistance and support to our customers,...


  • Mexico City 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,...


  • Mexico City Clarivate A tiempo completo

    We are excited to bring on a new Technical Support Analyst to join our growing team at Clarivate! As first point of contact, you will be responsible for all inbound customer inquiries and providing expertise to customers, distributors, and internal stakeholders. Your main purpose is to diagnose and resolve both technical and product functional inquiries....


  • Mexico City Alia Integrando Talento A tiempo completo

    DescriptionWe are looking for a Level 2 Technical Support Engineer to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction.The right candidate will be an empowered self-starter familiar with working in a fast-paced environment.The position will have the responsibility to work...


  • Mexico City Heinsohn Business Technology A tiempo completo

    Role DescriptionTasks• Support end-users with efficient resolutions in english• Sample tasks include; password resets, mailbox delegation, user account creation, hardware troubleshooting, connectivity issues, user offboarding, update installation, casic setting configuration for cloud services such as Zoom, Microsoft 365, Google apps etc,...


  • Mexico City TigerTeam A tiempo completo

    Empresa global se encuentra en la búsqueda de un Technical Support - CDMXRequisitos:Ofrecemos:Contratación 100% nomina con el clientePrestaciones superiores de Ley100% PresencialRequisitos:De 2 a 4 años de experiencia en operaciones de soporte informático.                                        Instalación de...


  • Mexico City Datadog A tiempo completo

    Technical Support Engineer 1 - Mexico City Mexico City, Mexico


  • Mexico City Zendesk A tiempo completo

    Job DescriptionWho we're looking forWe are looking for a Sr. Technical Account Manager in our enterprise segment to support a wide array of enterprise customers. This is not a sales role, but rather an opportunity to be the principal technical advisor and ‘voice of the customer’ for our enterprise customers.As a Sr. TAM, you will help craft and execute...


  • Mexico City Copeland A tiempo completo

    Technical Support Engineer Job Description / Responsibilities:  Providing customer remote support for issues in HVAC & Refrigeration controllers in site via chat functions, emails, and calls. Providing customers with step-by-step guidance to resolve technical problems. Following up on technical queries and providing prompt feedback. ...


  • Mexico City Ford Motor Company A tiempo completo

    The DT&E (Developer Tools & Enablement) Planning and Integration Team is looking for a Technical Project Manager with strong scrum master skills to lead, manage, and accelerate our enterprise backlog migration to Jira Software (Cloud) from Rally. The successful candidate should be capable of working collaboratively as part of an Agile team and should be...


  • Mexico City Siemens Energy A tiempo completo

    Technical Administrative Assistant About the Role Location Mexico Ciudad de Mexico Mexico City Country/Region: Mexico State/Province/County: Querétaro Company Siemens Energy, S. de de Organization EVP Global Functions Business Unit Competence Hub Full / Part time Full-time Experience Level Early Professional A Snapshot of Your Day ...


  • Mexico City Mopar A tiempo completo

    SSTM: Sub-system Technical Manager• Plan and execute vehicle projects, ensuring alignment with organizational goals and objectives.• Serve as the primary point of contact for SWX organization at the vehicle level• Lead cross-functional teams within SWX organization, providing guidance and support to team members.• Communicate vehicle requirements and...