Overview
Resident Engineer role providing on-site technical expertise for a strategic customer in Melbourne, Australia, with remote technical support.
What you'll do
- Deliver on-site and remote technical support for optical transport and network management products, including specified platforms.
- 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/network health checks.
- Act as primary technical contact for customer troubleshooting, technical assistance, and issue resolution.
- Resolve escalated issues using product simulation, problem isolation, and coordination with development engineering.
- Facilitate communication across development, services, and sales teams to address incidents and systematic issues.
What you'll need
- Bachelor’s degree in Electrical Engineering, Computer Science, or a related field.
- 2–5 years’ experience in technical support, preferably with an equipment vendor in telecom.
- Experience applying 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 transport and switching equipment.
- Utilization of fiber optic transport/switching protocols and data communications protocols.
Nice to have
- 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.
- Excellent oral and written communication skills.
Details
- Location: Melbourne, Australia (remote in Australia also stated).
- Reporting line: Director, Global Technical Support.
Read the full description and apply on the company’s own careers page.
