Technical Support Lead Engineer, Optical Transport

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee technical engagement for designated customer accounts as the Customer Lead Engineer (CLE)

• Manage technical support cases and tickets until resolution, collaborating with internal stakeholders

• Engage with customers on network planning, deployment activities, technical challenges, and solution design

• Employ diagnostic tools, lab research, and escalation processes to address product and network concerns

• Develop, review, validate, and distribute MOP, ISB, and FSB documentation

• Contribute to the knowledge base (KCS)

• Provide training for newly recruited Technical Support Engineers

• Conduct resident engineering tasks

• Travel to customer and Ciena locations as necessary

⛳️ Requirements

• Bachelor’s degree in a relevant technical discipline such as Electronics, Communication Engineering, or Computer Science

• 7+ years of experience in telecommunications, ideally in a technical support capacity

• Proficiency in operation, maintenance, and troubleshooting practices for fiber optic transport systems

• Familiarity with DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman amplification, fixed and flexible grid DWDM systems, and coherent systems

• Understanding of optical transport system operations, optical Data Communications Networks (DCN) for Network Element (NE) management, and OTN technologies

• Knowledge of Layer 2 and Layer 3 packet and IP networking principles, including OSPF, MPLS, BGP, and ASBR

• Proven background in technical support and customer service

• Strong verbal and written communication skills in English

• Must reside in Australia and be eligible to live and work in Melbourne, Australia without visa restrictions

• Experience with Red Hat Linux, Unix, and/or Solaris environments is preferred

• Familiarity with network management systems is advantageous

• Ciena CE certification or equivalent is preferred

• Ciena OC certification or equivalent is preferred

• Proficiency in Microsoft Outlook, Microsoft Word, and Microsoft Excel

• Strong skills in complex problem analysis, troubleshooting, and resolution

• Experience with optical and protocol test equipment

• Experience in system-level troubleshooting of fiber optic telecommunications transport and switching equipment

🏝️ Benefits

• Flexible work environment

• Individual growth, well-being, and belonging

• Recognition for employees

• Equal Opportunity Employer