Technical Support Lead Engineer, Optical Transport

Global Technical Support for Converged Packet Optical Platform plays a critical role in delivering technical leadership and customer success for Ciena optical networking solutions. This Customer Lead Engineer position serves as the primary technical interface for assigned customers, driving issue resolution, network reliability, and operational excellence. The role combines customer engagement, technical troubleshooting, and cross-functional collaboration across support, engineering, and product teams.

How you will make an impact:

• Lead technical engagement for assigned customer accounts as the Customer Lead Engineer (CLE).

• Manage technical support cases and tickets through resolution while coordinating with internal stakeholders.

• 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 the knowledge base (KCS) and deliver training for newly hired Technical Support Engineers.

• Perform resident engineering activities and travel to customer and Ciena locations as required.
   

The must haves:

• Education: Bachelor’s degree in a relevant technical field such as Electronics, Communication Engineering, or Computer Science from a college or university.

• Experience: 7+ years of experience in telecommunications, preferably in a technical support role.

• Application of operation, maintenance, and troubleshooting practices for fiber optic transport systems and associated technologies including DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman amplification, fixed and flexible grid DWDM systems, and coherent systems.

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

• Application of Layer 2 and Layer 3 packet and IP networking concepts, including routing and switching protocols such as OSPF, MPLS, BGP, and ASBR.

• Demonstrated background in technical support and customer service, with effective verbal and written English communication.

• Candidates must be located in Australia and eligible to stay and work in Melbourne, Australia without visa restrictions.

Nice to haves:

• Experience with Red Hat Linux operating systems and Unix and/or Solaris environments.

• Experience with network management systems.

• Certifications: Ciena CE (Carrier Ethernet) certification or equivalent.

• Certifications: Ciena OC (Optical Communications) certification or equivalent.

• Utilization of Microsoft Outlook, Microsoft Word, and Microsoft Excel.

• Application of complex problem analysis, troubleshooting, and resolution techniques.

• Experience using optical and protocol test equipment and performing system-level troubleshooting on fiber optic telecommunications transport and switching equipment.

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