Job Description

Responsibilities

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

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- Bachelor's degree in Electrical Engineering, Computer Science or related field/discipline
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- 2-5 years' experience in technical support, preferably with an equipment vendor in the telecommunications equipment industry
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- Application of OTN, Broadband, Photonics, DWDM, ROADM, and switching/transport technologies and products
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- Experience with OME 6500, RLS, and Waveserver optical transport platforms
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- Experience writing automation scripts or workflows using Python or similar technologies
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- Ability to diagnose, troubleshoot, and debug complex system-level issues on fiber optic telecommunications transport and switching equipment
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- Utilization of fiber optic transport and/or switching protocols and data communications protocols
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- Application of network management applications and integrated platform components used to monitor and maintain customer networks
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- Experience using optical test equipment
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- Ability to prioritize and respond to customer issues and requests
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- Experience addressing interoperability issues between Ciena products and external vendor equipment
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- Background in complex problem analysis and decision-making
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- Experience working in collaborative environments focused on knowledge sharing
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- Excellent oral and written communication skills
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Core Competencies

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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.

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Highest-signal resume keywords

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

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

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- Collaboration
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- Knowledge Sharing
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- Prioritization
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- Decision-Making
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- Customer Service
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Certifications & Qualifications

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

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

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- Ciena 6500
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- RLS
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- Waveserver
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- MCP
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- OME 6500
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- Network Health Checks
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- MOPs
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- RCA Reports
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📌 Resident Engineer (Victoria)
🏢 Jobtailor
📍 Victoria