Responsibilities
Provide on-site technical expertise for a strategic customer in Melbourne, Australia
Deliver on-site and remote technical support for Ciena optical transport and network management products, including ****, 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 ****, 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 solid 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 ****
RLS
Waveserver
MCP
OME ****
Network Health Checks
MOPs
RCA Reports
#J-*****-Ljbffr

📌 Resident Engineer (Melbourne)
🏢 Jobtailor
📍 Melbourne