Technical Support Lead Engineer, Optical Transport

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Ciena

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

📡 Telecommunications

🔧 Hardware

💰 Series C on 1995-12

Telecommunications • Hardware • Networking

Ciena is a global leader in optical and routing systems, services, and automation software. We build the world’s most adaptive networks to address ever-increasing digital demands for richer, more connected experiences for all users. For three-plus decades, we’ve brought our innate sense of humanity to our relentless pursuit of innovation.

📋 Description

• 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) • Deliver training for newly hired Technical Support Engineers • Perform resident engineering activities • Travel to customer and Ciena locations as required

🎯 Requirements

• Bachelor’s degree in a relevant technical field such as Electronics, Communication Engineering, or Computer Science • 7+ years of experience in telecommunications, preferably in a technical support role • Experience applying operation, maintenance, and troubleshooting practices for fiber optic transport systems • Knowledge of 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 • Knowledge of Layer 2 and Layer 3 packet and IP networking concepts, including OSPF, MPLS, BGP, and ASBR • Demonstrated technical support and customer service background • Effective verbal and written English communication • Must be located in Australia and eligible to stay and work in Melbourne, Australia without visa restrictions • Experience with Red Hat Linux, Unix, and/or Solaris environments preferred • Experience with network management systems preferred • Ciena CE certification or equivalent preferred • Ciena OC certification or equivalent preferred • Proficiency with Microsoft Outlook, Microsoft Word, and Microsoft Excel • Complex problem analysis, troubleshooting, and resolution skills • Experience using optical and protocol test equipment • Experience performing system-level troubleshooting on fiber optic telecommunications transport and switching equipment

🏖️ Benefits

• Flexible work environment • Individual growth, well-being, and belonging • Recognition for employees • Equal Opportunity Employer