Customer Support Operations Consultant

Ciena•Buenos Aires, MD

8d•$100,700 - $160,900•Remote

About The Position

As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact. This role enables Ciena Managed Services to win and deliver customer outcomes by shaping service management process architecture and supporting pre-sales engagements. The position connects customer operational needs with scalable, ITIL-aligned service designs that strengthen deal execution and long-term service delivery. The impact of this role is visible across pipeline growth, offer positioning, and customer experience outcomes.

Requirements

Degree in Computer Science, Information Systems, Business, or a related discipline.
5+ years of experience in business development, sales, or strategic partnerships within a technology or professional services environment.
3+ years of experience in IT Service Management, including at least 1 year focused on process design and architecture.
Demonstrated application of commercial principles to structure and negotiate business agreements.
Leadership of customer interviews and working sessions with network operations stakeholders to gather operational requirements.
Application of customer experience analysis across service interactions, including volume, quality, information value, and emotional journey.
Utilization of productivity and process mapping tools including PowerPoint, Excel, Visio, or Lucid.

Nice To Haves

ITIL or equivalent process improvement certification.
Network operations background delivering or operating carrier or enterprise networks.
PMP (Project Management Professional) with application of stakeholder communication, risk management, and work structure planning practices.
Application of data architecture concepts to support discovery of customer data requirements and system alignment.

Responsibilities

Drive Managed Services opportunity development across target verticals to build and sustain pipeline.
Develop opportunity-specific pre-sales content aligned to customer operational requirements.
Manage end-to-end pre-sales support activities in partnership with sales teams.
Analyze competitor strategies and translate findings into actionable offer positioning and go-to-market inputs.
Deliver reporting on pipeline health, deal progression, and business development performance metrics.
Design and own ITIL-aligned service management processes across incident, problem, change, configuration, release, and service request domains.
Produce service management process artefacts including process maps, RACI models, workflows, and documented procedures.