Technical Support Lead Engineer, Optical Transport

Ciena
Melbourne, Australia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 7+ yearsEducation: bachelorsSkills: ["Customer service","Verbal communication","Written communication","Problem analysis","Troubleshooting"]

Serve as the primary technical interface for assigned customer accounts supporting Ciena’s converged packet optical platform. Lead technical engagement, manage support cases and escalations, and interface with customers on planning, deployment, and solution design. Use diagnostics, lab research, and troubleshooting to resolve optical transport and DCN/OTN issues, and produce and publish MOP/ISB/FSB documentation. Contribute to KCS and train newly hired technical support engineers, including resident engineering and travel as required.

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FursaFursa
Ciena
Ciena
6 hours ago

Technical Support Lead Engineer, Optical Transport

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as the primary technical interface for assigned customer accounts supporting Ciena’s converged packet optical platform. Lead technical engagement, manage support cases and escalations, and interface with customers on planning, deployment, and solution design. Use diagnostics, lab research, and troubleshooting to resolve optical transport and DCN/OTN issues, and produce and publish MOP/ISB/FSB documentation. Contribute to KCS and train newly hired technical support engineers, including resident engineering and travel as required.
Location: Melbourne, Australia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Lead technical engagement for assigned customer accounts as the Customer Lead Engineer (CLE).
  • •Manage technical support cases and tickets, coordinating with internal stakeholders to drive resolution.
  • •Interface with customers on network planning, deployment activities, technical issues, and solution design.
  • •Utilize diagnostic tools, lab research, and escalation processes to resolve product and network issues.
  • •Create, review, validate, and publish MOP, ISB, and FSB documentation; contribute to KCS and deliver training; perform resident engineering and travel as required.

Key Requirements

  • •Bachelor’s degree in a relevant technical field such as Electronics, Communication Engineering, or Computer Science.
  • •7+ years of telecommunications experience, preferably in a technical support role.
  • •Hands-on troubleshooting and operational knowledge for fiber optic transport systems and technologies including DWDM, ASON, OSRP, ROADMs, Raman amplification, and coherent systems.
  • •Knowledge of optical transport system operations, optical DCN/OTN technologies, and Layer 2/Layer 3 networking concepts with routing/switching protocols (OSPF, MPLS, BGP, ASBR).
  • •Demonstrated technical support and customer service skills with effective verbal and written English communication, and eligibility to stay and work in Melbourne, Australia without visa restrictions.
Experience:7+ yearsTelecommunicationsFiber opticOptical networkingOptical transportOTNDWDM
Education:Bachelor's
Skills:Customer serviceVerbal communicationWritten communicationProblem analysisTroubleshooting
Certifications:Ciena CECiena OC
Languages:English
Tech Stack:DWDMASONOSRPROADMLayer 1Layer 0Raman amplificationFixed grid DWDMFlexible grid DWDMCoherent systemsOTNOptical DCNNetwork Element (NE) managementLayer 2 networkingLayer 3 networkingOSPFMPLSBGPASBRRed Hat Linux

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Ciena
Provides networking systems, software, and services that enable service providers, cloud operators, and enterprises to deliver high-capacity connectivity and adaptive network solutions worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hanover, United States
Founded: 1992
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Glassdoor: 3.8
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