Responsibilities

- Provide on-site technical expertise for a strategic customer in Melbourne, Australia
- Deliver in office and remote technical support for Ciena optical transport and network management products, including 6500, RLS, Waveserver, and MCP
- Analyze network issues and recommend technical solutions to customers and internal stakeholders
- Evaluate product performance and serviceability and provide input for product improvements
- Create, review, validate, and publish customer-facing documentation, including MOPs and RCA reports
- Conduct audits and network health checks
- Act as the primary technical contact for customer troubleshooting, technical assistance, and issue resolution
- Resolve escalated customer issues through product simulation, problem isolation, and coordination with development engineering teams
- Facilitate communication across development, services, and sales teams to address incidents, troubleshooting activities, and systematic issues

Requirements

- Bachelor's degree in Electrical Engineering, Computer Science or related field/discipline
- 2-5 years' experience in technical support, preferably with an equipment vendor in the telecommunications equipment industry
- Application of OTN, Broadband, Photonics, DWDM, ROADM, and switching/transport technologies and products
- Experience with OME 6500, RLS, and Waveserver optical transport platforms
- Experience writing automation scripts or workflows using Python or similar technologies
- Ability to diagnose, troubleshoot, and debug complex system-level issues on fiber optic telecommunications transport and switching equipment
- Utilization of fiber optic transport and/or switching protocols and data communications protocols




- Application of network management applications and integrated platform components used to monitor and maintain customer networks
- Experience using optical test equipment
- Ability to prioritize and respond to customer issues and requests
- Experience addressing interoperability issues between Ciena products and external vendor equipment
- Background in complex problem analysis and decision-making
- Experience working in collaborative environments focused on knowledge sharing
- Excellent oral and written communication skills

Core Competencies

Demonstrates expertise in providing technical support for optical transport and network management products, with a strong focus on troubleshooting, documentation, and customer communication. Proficient in analyzing network issues and recommending solutions while collaborating with cross-functional teams.

Highest-signal resume keywords

- Technical Support Experience
- Optical Transport Technologies
- Python Scripting
- Network Management Applications
- Communication Skills

Hard Skills

- Optical Transport
- Network Management
- Troubleshooting
- Automation Scripting
- Fiber Optic Protocols
- Complex Problem Analysis
- Data Communications Protocols
- Optical Test Equipment
- Product Simulation
- System-Level Debugging

Soft Skills

- Collaboration
- Knowledge Sharing
- Prioritization
- Decision-Making
- Customer Service

Certifications & Qualifications

- Bachelor's Degree in Electrical Engineering
- Bachelor's Degree in Computer Science

Industry Keywords

- Telecommunications Equipment
- OTN
- Broadband
- Photonics
- DWDM
- ROADM
- Switching Technologies
- Transport Technologies

Tools & Technologies

- Ciena 6500
- RLS
- Waveserver
- MCP
- OME 6500
- Network Health Checks
- MOPs
- RCA Reports

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📌 Resident Engineer (Melbourne)
🏢 Jobtailor
📍 Melbourne