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.
Global Technical Support for Converged Packet Optical Platform plays a critical role in delivering technical leadership and customer success for Ciena optical networking solutions.
This Customer Lead Engineer position serves as the primary technical interface for
assigned
customers,
driving
issue
resolution,
network
reliability,
and
operational
excellence.
The
role
combines
customer
engagement,
technical
troubleshooting,
and
cross-functional
collaboration
across
support,
engineering,
and
product
teams.
How
you
will
make
an
impact:
Lead
technical
engagement
for
assigned
customer
accounts
as
the
Customer
Lead
Engineer
(CLE).
Manage
technical
support
cases
and
tickets
through
resolution
while
coordinating
with
internal
stakeholders.
Interface
with
customers
on
network
planning,
deployment
activities,
technical
issues,
and
solution
design.
Utilize
diagnostic
tools,
lab
research,
and
escalation
processes
to
resolve
product
and
network
issues.
Create,
review,
validate,
and
publish
MOP,
ISB,
and
FSB
documentation.
Contribute
to
the
knowledge
base
(KCS)
and
deliver
training




for
newly
hired
Technical
Support
Engineers.
Perform
resident
engineering
activities
and
travel
to
customer
and
Ciena
locations
as
required.
The
must
haves:
Education:
Bachelor's
degree
in
a
relevant
technical
field
such
as
Electronics,
Communication
Engineering,
or
Computer
Science
from
a
college
or
university.
Experience:
7+
years
of
experience
in
telecommunications,
preferably
in
a
technical
support
role.
Application of operation, maintenance, and troubleshooting
practices
for
fiber
optic
transport
systems
and
associated
technologies
including
DWDM,
ASON,
OSRP,
ROADMs,
Layer
1
and
Layer
0
technologies,
protection
schemes,
Raman
amplification,
fixed
and
flexible
grid
DWDM
systems,
and
coherent
systems.
Knowledge
of
optical
transport
system
operations,
optical
Data
Communications
Networks
(DCN)
for
Network
Element
(NE)
management,
and
OTN
technologies.
Application of Layer 2 and Layer 3
packet
and
IP
networking
concepts,
including
routing
and
switching
protocols
such
as
OSPF,
MPLS,
BGP,
and
ASBR.




Demonstrated
background
in
technical
support
and
customer
service,
with
effective
verbal
and
written
English
communication.
Candidates
must
be
located
in
Australia
and
eligible
to
stay
and
work
in
Melbourne,
Australia
without
visa
restrictions.
Nice
to
haves:
Experience
with
Red
Hat
Linux
operating
systems
and
Unix
and/or
Solaris
environments.
Experience
with
network
management
systems.
Certifications:
Ciena
CE
(Carrier
Ethernet)
certification
or
equivalent.
Certifications:
Ciena
OC
(Optical
Communications)
certification
or
equivalent.
Utilization
of
Microsoft
Outlook,
Microsoft
Word,
and
Microsoft
Excel.
Application
of
complex
problem
analysis,
troubleshooting,
and
resolution
techniques.
Experience
using
optical
and
protocol
test
equipment
and
performing
system-level
troubleshooting
on
fiber
optic
telecommunications
transport
and
switching
equipment.
#LI-SG1
At Ciena, we are committed to building and fostering an workplace 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.

📌 Technical Support Lead Engineer, Optical Transport (Melbourne)
🏢 Ciena Government Solutions
📍 Melbourne