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Melbourne, Victoria, Australia
Onsite
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.
Reporting to the Director, Global Technical Support, this Resident Engineer role provides on-site technical expertise for a strategic customer in Melbourne, Australia. The position contributes to the reliability, performance, and ongoing operation of Ciena optical transport and network management solutions. The role partners with customers and internal teams to resolve complex network issues and deliver technical recommendations.
How you will make an impact:
Deliver on-site and remote technical support for Ciena optical transport and network management products, including 6500, RLS, Waveserver, and MCP.
Analyze network issues and recommend technical solutions to customers and internal stakeholders.
Evaluate product performance and serviceability and provide input for product improvements.
Create, review, validate, and publish customer-facing documentation, including MOPs and RCA reports, and conduct audits and network health checks.
Act as the primary technical contact for customer troubleshooting, technical assistance, and issue resolution.
Resolve escalated customer issues through product simulation, problem isolation, and coordination with development engineering teams.
Facilitate communication across development, services, and sales teams to address incidents, troubleshooting activities, and systematic issues.
The must haves:
Education: Bachelor's degree in Electrical Engineering, Computer Science or related field/discipline.
Experience: 2-5 years' experience in technical support, preferably with an equipment vendor in the telecommunications equipment industry.
Application of OTN, Broadband, Photonics, DWDM, ROADM, and switching/transport technologies and products.
Experience with OME 6500, RLS, and Waveserver optical transport platforms.
Experience writing automation scripts or workflows using Python or similar technologies.
Ability to diagnose, troubleshoot, and debug complex system-level issues on fiber optic telecommunications transport and switching equipment.
Utilization of fiber optic transport and/or switching protocols and data communications protocols.
Nice to haves:
Application of network management applications and integrated platform components used to monitor and maintain customer networks.
Experience using optical test equipment.
Ability to prioritize and respond to customer issues and requests.
Experience addressing interoperability issues between Ciena products and external vendor equipment.
Background in complex problem analysis and decision-making.
Experience working in collaborative environments focused on knowledge sharing.
Excellent oral and written communication skills.
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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.