At a Glance
- Tasks: Lead technical support for customers and resolve complex networking issues.
- Company: Ciena, a global leader in high-speed connectivity with a people-first culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for personal growth.
- Other info: Join a diverse team committed to respect and inclusion.
- Why this job: Make a real impact in the tech world while helping customers succeed.
- Qualifications: 7+ years in telecommunications and strong troubleshooting skills required.
The predicted salary is between 49500 - 60500 $ per year.
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach.
Our teams enjoy a culture focused on prioritizing a flexible work environment that empowers individual growth, well-being, and belonging.
We're a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.
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.
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.
- Experience using optical and protocol test equipment and performing system-level troubleshooting on fiber optic telecommunications transport and switching equipment.
- Utilization of Microsoft Outlook, Microsoft Word, and Microsoft Excel.
- Application of complex problem analysis, troubleshooting, and resolution techniques.
- 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.
- Ciena OC (Optical Communications) certification or equivalent.
At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.
Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.
Ciena is an Equal Opportunity Employer, including disability and protected veteran status.
If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.
Technical Support Lead Engineer, Optical Transport in Melbourne employer: Ciena Corporation
Ciena Corporation is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those looking to make a significant impact in the telecom industry. With a focus on employee growth, we offer comprehensive training programs and career advancement opportunities, all while providing the flexibility of remote work from Melbourne. Join us to be part of a team that values your expertise and encourages you to thrive in a dynamic environment.
