As the global leader in high-speed connectivity, Ciena builds the critical infrastructure powering the AI era. We’re a technology company shaping the future of networking, guided by innovation, integrity, and collaboration. Through development opportunities, meaningful work, and flexibility, Ciena supports growth and well-being—on and off the job. Connect with a career that matters.  Customer Engagement Management plays a critical role in ensuring successful managed service delivery and customer satisfaction across complex technology programs. This position works closely with customers, partners, and cross-functional teams to deliver projects that align with business objectives while maintaining a high-quality customer experience. Success in this role contributes to effective project execution, operational excellence, and long-term customer relationships.<h3>How you will make an impact:</h3><ul><li>Drive managed service onboarding projects from quote acceptance through service activation and ongoing performance reporting.</li><li>Deliver project scope while optimizing schedules, costs, resources, and third-party deliverables.</li><li>Lead customer engagement activities and serve as the escalation point for managed service delivery matters.</li><li>Manage multiple customer projects and coordinate stakeholder communications.</li><li>Present executive-level project updates, tracking reports, and status communications.</li><li>Identify, assess, and mitigate project risks throughout the project lifecycle.</li><li>Collaborate with Services, Product, Supply Chain, Sales, partner, and customer teams to achieve project objectives.</li></ul><h3>The must haves:</h3><ul><li>Education: Bachelor’s degree in electrical engineering, computer engineering, computer science, business, or equivalent experience.</li><li>Experience: 8+ years of relevant experience in the Information and Communications Technology (ICT) field with program or project management responsibilities supporting managed services, optical, cloud, or virtualization delivery projects.</li><li>Application of negotiation, influence, collaboration, customer-facing communication, and statement of work management practices.</li><li>Monitor incident management activities and coordinate resolution in alignment with service level agreements.</li><li>Manage customer communications, escalated incidents, action items, and service delivery activities to support customer satisfaction.</li><li>Coordinate technical support and field engineering activities to address operational issues and critical equipment maintenance requirements.</li><li>Demonstrated skills utilizing desktop applications, project management tools, financial tools, and the ability to travel in support of customer projects.</li></ul><h3>Nice to haves:</h3><ul><li>Experience: Experience with managed services and build-operate-transfer projects.</li><li>Certifications: PMP certification and virtualization or networking technology certifications.</li><li>Education: MS OR MBA.</li><li>Experience: Experience with multivendor and software professional services supporting communication service provider or enterprise customers.</li><li>Certifications: ITIL v4/6 Foundation ITSM Certification.</li><li>Experience: Service Provider experience.</li></ul><h3>Pay Range: </h3>The annual pay range for this position is $82,300 - $131,500 USD #LI-WH1#LI-RemotePay ranges at Ciena are designed to accommodate variations in knowledge, skills, experience, market conditions, and locations, reflecting our diverse products, industries, and lines of business. Please note that the pay range information provided in this posting pertains specifically to the primary location, which is the top location listed in case multiple locations are available.Non-Sales employees may be eligible for a discretionary incentive bonus, while Sales employees may be eligible for a sales commission. In addition to competitive compensation, Ciena offers a comprehensive benefits package, including medical, dental, and vision plans, participation in 401(K) (USA) &amp; DCPP (Canada) with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. We also comply with all applicable laws regarding Paid Family Leave and other leaves of absence. 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.

Customer Engagement Manager

Forming Our Future togetherFormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle — from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor’s products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.Rooted in our core values — Focus on the Customer, Ownership &amp; Accountability, Respectfully &amp; Effectively Communicate, and Motivate &amp; Develop People — we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.Shift:The regular hours for this position are day shift.Job Description:The Director of Technical Support Engineering is responsible for leading FormFactor's global technical support engineering function, serving as the highest level of product and application expertise within the service organization. This leader drives technical escalation management, service readiness, engineering collaboration, and customer issue resolution across a global network of field, regional, and factory service teams. The role provides strategic leadership for product technical support, advanced troubleshooting, failure analysis, NPI service readiness, service documentation, training standards, and continuous improvement initiatives. Working closely with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations, the Director ensures customers receive world-class technical support throughout the product lifecycle while enabling scalable and profitable service delivery. Key Responsibilities: Technical Support Leadership<ul><li>Lead the global Technical Support Engineering organization supporting all FormFactor product lines.</li><li>Establish and manage a structured multi-level technical escalation process.</li><li>Serve as executive owner for complex customer escalations and systemic product performance issues.</li><li>Drive rapid root-cause analysis and corrective actions to minimize customer downtime.</li><li>Establish service engineering standards, best practices, and troubleshooting methodologies.</li></ul> Product Technical Expertise<ul><li>Develop and maintain deep product expertise across hardware, software, applications, and manufacturing processes.</li><li>Oversee advanced troubleshooting, failure analysis, and corrective action programs.</li><li>Act as the technical bridge between Service, Engineering, Manufacturing, and Product Management.</li><li>Drive continuous improvements in product reliability, serviceability, and customer experience.</li></ul> Global Service Readiness<ul><li>Develop global support strategies to enable successful product deployment across all regions.</li><li>Ensure technical consistency across site support centers, regional service centers, factory repair centers, and partner organizations.</li><li>Create standardized troubleshooting procedures, service documentation, and repair methodologies.</li><li>Define service qualification criteria prior to field deployment.</li><li>Partner with field service leadership to ensure effective knowledge transfer and capability development.</li></ul> Training and Knowledge Management<ul><li>Own global technical training strategy and certification programs.</li><li>Develop technical competency models and career development pathways.</li><li>Build scalable knowledge management systems and technical documentation infrastructure.</li><li>Ensure field engineers and regional teams have the technical expertise required to support customers independently.</li></ul> Operational Excellence<ul><li>Define and measure technical support KPIs including:<ul><li>Escalation closure time</li><li>Root cause completion rate</li><li>First-time resolution rate</li><li>Product reliability trends</li><li>Service readiness metrics</li><li>Customer satisfaction outcomes</li></ul></li><li>Drive continuous improvement projects focused on quality, efficiency, and customer experience.</li><li>Utilize data, Voice of Customer feedback, and operational metrics to guide improvement initiatives.</li></ul> Leadership and Team Development<ul><li>Build, coach, and develop a global team of Technical Support Engineers and Subject Matter Experts.</li><li>Foster a customer-focused, collaborative, and accountable culture.</li><li>Establish succession plans and technical talent development programs.</li><li>Lead cross-functional initiatives that improve organizational effectiveness and customer outcomes.</li></ul> Preferred Qualifications &amp; Experiences: <ul><li>Degree in Electrical Engineering, Mechanical Engineering, Physics, Semiconductor Engineering, or related technical discipline.</li><li>Master's degree preferred.</li><li>Technical engineering, customer support, field service, or semiconductor equipment experience.</li><li>Leadership experience managing technical engineering or support organizations.</li><li>Proven experience leading global technical teams in a complex, customer-facing environment.</li><li>Strong understanding of semiconductor manufacturing, test, measurement, wafer probing, or adjacent semiconductor capital equipment markets.</li><li>Experience supporting products across the full lifecycle from NPI through sustaining engineering and end-of-life.</li></ul> Technical Competencies:<ul><li>Advanced troubleshooting and root-cause analysis expertise.</li><li>Product lifecycle management experience.</li><li>Failure Analysis and FMEA experience.</li><li>Service readiness and Design for Serviceability methodologies.</li><li>Technical escalation management.</li><li>Reliability engineering and continuous improvement tools.</li><li>Strong understanding of quality systems and customer support processes.</li></ul> Leadership Competencies:Successful candidates will demonstrate:<ul><li>Strong customer focus and commitment to service excellence.</li><li>Strategic thinking with operational execution discipline.</li><li>Ownership and accountability for business results.</li><li>Ability to lead through influence across global organizations.</li><li>Exceptional communication and executive presentation skills.</li><li>Proven ability to develop and inspire high-performing technical teams.</li></ul> Success Measures:In the first 12–24 months, the Director of Technical Support Engineering will:<ul><li>Improve customer issue resolution speed and technical escalation effectiveness.</li><li>Increase service readiness for new product introductions.</li><li>Strengthen collaboration between Engineering and Service organizations.</li><li>Build global technical competency and certification programs.</li><li>Improve product reliability insights and feedback loops to Engineering.</li><li>Enhance customer satisfaction and reduce support-related downtime.</li><li>Enable scalable global support capabilities that align with FormFactor's growth strategy.</li></ul>Skills: Communication, Customer Escalation, Customer Service, Escalation Resolution, Knowledge Management, People Leadership, Root Cause Analysis (RCA), Service Documentation, Service Leadership, Service Optimization, Service Ownership, Services Management, Taking Ownership, Talent Development, Technical Leadership, Technical TrainingEducation &amp; Experience: Minimum of 12+ years of relevant experience in leadership roles, with a Bachelor’s degree; or 10 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience | RequiredPay Range:$192,400.00 - $252,525.00Pay Range Explained:This role in Livermore, California pays between $192,400.00 and $252,525.00 per year, depending on your experience, skills, and background. Pay may vary in other locations. We offer a full benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with company match, employee stock purchase plan (ESPP), and paid time off. You’ll also be eligible for quarterly profit-sharing bonuses and flexible spending or savings accounts.Equal Employment Opportunity StatementFormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation. For roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. A role is remote-eligible only when it is listed as "Remote" in the job location.

Director, Technical Support Engineering

<div>This is whereyour work makes a difference. </div><div>At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. </div><div>Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. </div><div>Here, you will find more than just a job—you will find purpose and pride. </div><div>Your Role at Baxter </div><div>As a Critical Account Lead, you will serve as the single point of accountability for Baxter's most complex customer escalations within the Care Communications Solutions business. This newly created role was designed to improve the customer experience when issues span multiple products, teams, or technologies. </div><div>You'll partner closely with Technical Support, Product Management, R&amp;D, Customer Success, Sales, and leadership teams to coordinate resolution efforts and ensure customers have a clear path forward. This is an opportunity to help build a new function, influence how critical customer situations are managed, and play a direct role in strengthening Baxter's relationships with healthcare customers. </div><div>What You'll Do </div> <ul><li>Own critical customer escalations from intake through customer stabilization, serving as the single point of accountability throughout the lifecycle.</li><li>Triage incoming escalations, assess severity levels, and determine appropriate engagement and response plans.</li><li>Lead cross-functional resolution teams across Technical Support, Product Management, R&amp;D, Customer Success, Services, and Sales.</li><li>Coordinate resolution activities for complex customer issues, including incidents that span multiple products, technologies, business units, and support organizations.</li><li>Deliver executive-level status updates and escalation communications to internal stakeholders and customer leadership.</li><li>Maintain escalation records, action plans, and status reporting within established systems and processes.</li><li>Conduct post-incident reviews, document root causes, and identify opportunities to improve products, processes, and customer outcomes.</li><li>Support the development of escalation criteria, critical account pathways, performance metrics, and scalable operational processes for the Critical Account Lead program.</li></ul> <div>What You'll Bring </div> <ul><li>Bachelor's degree in Healthcare, Information Technology, Business, Engineering, or a related field.</li><li>8+ years of experience in technical support, escalation management, technical account management, customer success, program management, or related customer-facing technical roles.</li><li>Experience managing high-severity customer issues that require coordination across multiple teams, products, or business functions.</li><li>Knowledge of healthcare technology environments, hospital IT operations, or medical device technologies.</li><li>Experience working with networking technologies and HL7 integrations.</li><li>Proficiency with program and case management tools such as ServiceNow, Salesforce, Smartsheet, Microsoft Project, or similar platforms.</li></ul> <div>We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $96,000 - $132,000.The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. </div><div>Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. </div><div>US Benefits at Baxter (except for Puerto Rico) </div><div>This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter </div><div>Equal Employment Opportunity </div><div>Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. </div><div>Know Your Rights: Workplace Discrimination is Illegal </div><div>Reasonable Accommodations </div><div>Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. </div><div>Recruitment Fraud Notice </div><div>Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. </div>

Remote Christian Technical Support Jobs

Explore top Christian remote and work from home Technical Support jobs at leading faith-friendly companies.