Job Description
Responsibilities
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Provide on-site 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 ****, 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 ****, 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 team-oriented 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 ****
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RLS
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Waveserver
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MCP
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OME ****
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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