Staff Technical Support Engineer

As a Technical Support Engineer at Nokia, you will be an integral part of our Customer Experience team, dedicated to enhancing client satisfaction through expert problem-solving. In this hands-on role, you will troubleshoot complex issues related to  Nokia products, collaborating closely with cross-functional teams to deliver timely solutions. You'll engage proactively with customers, ensuring their needs are met while providing guidance to elevate the skills of our Tier 1 and Tier 2 support teams. Our dynamic work environment promotes knowledge sharing and continuous improvement, allowing you to grow professionally while maintaining a strong focus on customer success. Your contributions will directly impact our reputation for technical excellence and customer satisfaction, making this an exciting opportunity to make a difference in the telecommunications industry.

• Troubleshoot and resolve complex technical issues related to Nokia products, ensuring timely solutions for customers.
• Engage proactively with customers to understand their technical needs and provide tailored support.
• Collaborate with cross-functional teams to address escalated customer issues and deliver comprehensive solutions.
• Train and mentor Tier 1 and Tier 2 support teams, enhancing their technical expertise and customer service skills.
• Contribute to the creation and maintenance of internal knowledge bases and best practices for efficient issue resolution.
• Document customer interactions and troubleshoot outcomes precisely in the company's ticketing system.
• Participate in a 24x7 on-call rotation to provide ongoing technical support as needed.
• Lead initiatives to improve customer satisfaction and reinforce the company's reputation for technical excellence.

You have:

• B.Sc. or M.Sc. in Telecommunications, Computer Science, Electrical Engineering, Cybersecurity, or related field
• Excellent communication skills, both oral and written
• Strong analytical and troubleshooting skills for complex network scenarios
• Experience in customer-facing roles with relationship management

It would be nice if you also had:

• Familiarity with optical transport network protocols and DWDM technology
• Experience with Infinera products, such as DTN-X/XT, XTM, FlexILS, or GX
• Knowledge of Linux OS, command line interfaces, and scripting languages
• Familiarity with network management tools like SNMP and NMS/EMS