Customer Technical Support Engineer

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.

We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work.

The team you'll be part of

The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.

NI will respond to the ever-increasing demand for networks with higher capacity, greater reliability, faster speeds, and lower costs. Our Customer Technical Support Engineers play a significant role with facilitating and partnering with the various service delivery teams to ensure timely delivery of incident root cause analysis service delivery assurance.

What you will learn and contribute to

We are looking for a Network Infrastructure Customer Technical Support Engineer professional who will provide support to Nokia IP Service Routing / Optical Networking customers in the North America region. These engineers will provide a variety of customer-focused deliverables by acting as a point of contact for technical support issues, handling customer escalations, and providing review of technical support requests.

Are you passionate about solving problems? As part of our team, you will:

• Monitor customer service delivery performance metrics for cases and investigate service level agreement violations.
• Manage and mitigate customer escalations / dissatisfaction
• Perform technical support case reviews with assigned customers.
• Create and deliver customer-specific Quarterly Business review packages and be able to present them at customer meetings. These typical occur on a quarterly basis with most customers.
• Become trained in incident manage processes and be part of a 24x7 Incident Manager rotation to respond and support service outages. The on-call team is comprised of at least 3 engineers on a weekly rotation with a frequency of approximately 1 week of on-call occurs per month.

Your skills and experience

You have:

• Undergraduate degree in Engineering, or equivalent level of education / experience
• General knowledge of telecommunications infrastructure products / industry with knowledge of IP Routing and Optical Networking standards a plus
• Ability to work as part of 24x7 weekly on-call team of engineers with expectation of several working hours per week (out-of-hours) when on-call

It would be nice if you also had:

• Familiarity with the Nokia Network Infrastructure suite of products or similar other-vendor products - (ex. 7750 SR / 1830 PSS)
• Ability to work remotely with customers and internal teams (technical and non-technical)
• Desire to work within a team environment and partner well with Nokia cross-functional teams to meet customer commitments.
• Ability to travel on a few occasions for customer meetings
• Strong communication skills (technical, business acumen) and a strong desire to delight customers

What we offer

Nokia offers flexible and hybrid working schemes, continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World's Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark
• LGBT equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.