Ciena

Customer Success Manager

• Drive onboarding of Managed Service delivery projects from quote reception through service turn-up and monthly performance reporting
• Deliver project scope while adhering to and optimizing schedules, costs, and resources
• Manage Ciena, partner, and third-party deliverables
• Act as counterpart to the customer’s program leader to ensure customer satisfaction
• Serve as escalation point for managed service delivery activities
• Act as hands-on project manager for multiple projects
• Prepare and present executive-level project communications
• Track projects and manage stakeholders
• Identify, manage, and mitigate project risks
• Collaborate with Services, product teams, supply chain, and sales
• Monitor incident management and provide updates on hot or escalated incidents
• Coordinate technical support to address operational issues and customer needs
• Develop, implement, and monitor processes to increase customer satisfaction
• Follow up on open action items and ensure commitments are met
• Oversee field engineers in different locations performing physical maintenance or fixing critical equipment issues

Customer Engagement Manager

Email Marketing Manager

• Own Marketo builds and execution activities for webinar and event email programs, including invitations, confirmations, reminders, follow-ups, post-event emails, and on-demand promotions
• Configure and perform quality assurance for Marketo program elements, including smart lists, smart campaigns, tokens, forms, landing pages, send scheduling, suppression logic, and deployment setup
• Partner with webinar and email marketing specialists to execute programs in alignment with channel strategy, process standards, and best practices
• Coordinate with webinar, event, campaign, and email stakeholders to validate requirements, assets, audience criteria, timelines, approvals, and deployment readiness
• Collect and perform first-level analysis of email and webinar metrics and reporting
• Review email programs against internal standards and documented quality assurance processes
• Complete assigned overflow build and QA activities
• Provide day-of-production or technical support for live webinars as required

Webinar & Email Marketing Associate

Engineer

• Provide on-site and remote technical expertise across Ciena optical transport and network management products, including 6500, RLS, Waveserver, and MCP
• Analyze network conditions and deliver solution recommendations to customers and internal stakeholders
• Evaluate product performance and serviceability to inform product enhancements and modifications
• Create, review, validate, and publish customer-facing documentation, including MOPs, RCA reports, audits, and network health checks
• Serve as the primary technical contact for customer inquiries, troubleshooting activities, and product-related assistance
• Resolve escalated system-level issues through product simulation, root cause analysis, and coordination with development engineering teams
• Facilitate communication regarding incidents, troubleshooting activities, and systematic issues across stakeholder groups

Resident Engineer

Network Engineer

• Lead solution delivery activities, including remote deployment support, network migrations, and acceptance testing
• Support partner engineers during deployments and act as an escalation point for technical queries
• Review and validate Technical Deployment Package content with internal and external stakeholders
• Collaborate with Sales Engineers, Project Managers, Technical Support, and Field Service to resolve design or product-related issues
• Maintain detailed as-built documentation for future upgrades and reference
• Participate in customer kick-off calls
• Guide pre-sales teams to align network design with serviceability standards
• Deliver network solutions and provide post-sales technical support
• Support seamless deployment, reconfiguration, and ongoing improvement of Ciena solutions

Project Manager

• Lead customer-facing service delivery projects across the full project lifecycle
• Coordinate project scope, schedules, milestones, resources, and execution activities
• Implement communication plans and provide project status updates, risk visibility, and resolution tracking
• Conduct risk assessments and execute mitigation plans throughout project delivery
• Chair customer and internal project meetings to communicate progress, issues, and delivery outcomes
• Monitor project execution against scope, resource utilization, budget expectations, and delivery commitments
• Interface with customers, engineering teams, sales, bid management, service delivery groups, partners, and finance teams to achieve project and business objectives

Services Project Manager

Designer

• Serve as the technical authority for heterogeneously integrated optical modulator PICs targeting current and future coherent products
• Design or guide related PIC functions, including passive routing, couplers, splitters/combiners, polarization elements, monitors, crossings, and other non-modulation blocks
• Use measurement data to refine RF, optical, and electro-optic models
• Close the loop between simulation, layout, fabrication, and performance
• Provide technical direction on modulator and PIC design choices, trade-offs, reviews, and design direction
• Collaborate across teams on system-level constraints, reliability, multi-chip integration, packaging, and thermal considerations
• Transition over time to non-modulator PIC projects requiring deep device-design expertise

Senior Designer

Support Engineer

• Deliver remote technical assistance for identified CIENA products, including 24x7 on-call coverage when required
• Deliver on-site customer assistance when required
• Communicate field issues and product concerns with Design and Supply Chain teams
• Utilize debug tools and lab-based research to diagnose customer issues and escalate incidents with required technical information
• Perform root cause analysis for customer technical issues
• Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training teams to share customer feedback
• Create, review, validate, and publish MOP, KB, and FSB documentation and contribute to the knowledgebase
• Support CIENA products in remote and on-site environments