Global Technical Support for Converged Packet Optical Platform
As the global leader in high-speed connectivity, Ciena is committed to a people-first approach. Our teams prioritize a flexible work environment that empowers growth, well-being, and belonging, while driving business priorities with meaningful social and community impact.
Your Role
As a Technical Support Engineer, you will provide system-level pre- and post-sales support for Ciena's customer base, including remote or on-site testing, troubleshooting, and technical support for Ciena products.
* Engage in on-site day-to-day interaction with customers regarding network planning, deployment, and technical network issues and design.
* Attend customer maintenance windows related to ongoing issues and provide support outside of normal business hours as required.
* Perform on-call duties 24x7 and work shifts including weekends and public holidays when needed.
* Collaborate with internal customer-facing teams to manage customer issues.
* Lead Engineering activities for specific accounts as the Customer Lead Engineer (CLE) when assigned.
Your Responsibilities
* Provide remote technical support (via telephone or online) for identified Ciena products 24x7 when required.
* Manage technical support cases end to end and attend maintenance windows as needed.
* Provide on-site support to customers where required.
* Communicate with Design and Supply Chain on problems found in the field.
* Use debug tools and lab testing to aid customer problems; escalate incidents to senior engineers as needed, potentially involving Engineering/Design, Product/Project Management, Documentation, or Training.
* Collaborate with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide customer feedback.
* Create, review, validate, and publish required MOP/ISB/FSB documents.
* Contribute to knowledgebase (KCS) and help train newly hired Technical Support Engineers.
* Perform other duties related to the role as assigned, including on-site or remote work and travel to customer sites globally as required.
Minimum Requirements
* Bachelor's degree in a relevant technical field (e.g., Electronics, Communications Engineering, Computer Science) from an accredited institution.
* Minimum 3 to 5 years of related experience in telecommunications, preferably in a technical support role.
* Experience in operation, maintenance, and troubleshooting of fiber optic transport systems and related technologies (e.g., DWDM, ASON, ROADM, protection schemes, Raman amplification, coherent systems).
* Knowledge in the design and implementation of Optical Data Communications Networks (DCN) for Network Element management; knowledge of OTN and related technologies.
* Fluent English communication (verbal and written).
* Carrier Ethernet and networking knowledge and experience (e.g., OSPF, MPLS, BGP, ASBR).
* Proven track record in technical support and customer service, with experience in optical transport systems.
Preferred Qualifications
* Extensive knowledge of OTN, SONET/SDH/DWDM, and Carrier Ethernet with specialization in certain products and applications.
* Experience with Red Hat Linux (Unix/Solaris experience is an advantage).
* Experience in a technical support role with a telecommunications equipment vendor.
* Problem-solving experience with Optical Transmission equipment and carrier Ethernet equipment.
* Ciena CE or OC certifications (or equivalents) are advantages.
* Proficiency with Microsoft Office applications and strong troubleshooting and problem-solving capabilities.
* Self-motivated with good time management and ability to work with minimal supervision.
* Strong understanding of transport and switching systems for telecommunications; full understanding of Optical Networking.
* Experience with testing equipment for optical and protocol testing and system-level troubleshooting.
* Excellent customer service and communication skills; ability to work with customers at technical and management levels.
* Willingness to work unusual hours with short notice when required.
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Ciena is an Equal Opportunity Employer, including disability and protected veteran status. We value diversity and do not discriminate. If you require accommodations during the recruitment process, please let us know.
Location notes and general job postings: Millers Point, Sydney, and nearby locations may be listed, but this description focuses on the Global Technical Support role described above.
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