Provide post-sales technical leadership for Nokia Fixed Networks access products. Troubleshoot complex network issues, lead technical projects, collaborate with R&D and vendors, create documentation, mentor teams, and maintain strong customer relationships to ensure SLA compliance and rapid outage recovery.
As a Customer Care Support Specialist at Nokia, your core mission is to serve as a trusted technical interface to customers deploying Nokia’s Fixed Networks Access products. You will be responsible for providing world class post-sales technical leadership to our client base. Working directly with customers, you will be the subject matter expert on the Nokia Fixed Networks products and solutions and will establish and maintain strong relationships throughout the customer’s lifecycle. This role requires a balance of product knowledge, remote diagnostic experience, excellent judgment, a strong desire to “solve” the problem, and an ability to continually learn.
We are looking for highly motivated, responsible, high caliber engineers who like to know how things work and are excited to eliminate problems in customer networks. Aptitude and attitude are more important than meeting specific experience criteria.
Responsibilities- Problem-Solving and Analytical Expertise: Utilizes advanced analytical skills to address complex, non-routine problems and offers innovative perspectives.
- Leadership and Mentorship: Acts as a professional advisor, mentor, and trainer, providing guidance to teams and less experienced personnel.
- Technical Project Management: Leads technical projects with manageable risks and resource requirements, while ensuring SLA compliance and resolving escalated cases.
- Advanced Troubleshooting and Collaboration: Delivers expertise in system-level troubleshooting, defect identification, and collaborates with R&D teams for fixes.
- Customer and Vendor Interaction: Engages with customers and third-party vendors to address complex cases, provide workarounds, and ensure quick recovery during critical outages.
- Knowledge Sharing and Documentation: Creates, reviews, and approves technical documents, guidelines, and knowledge articles, while performing training and knowledge transfer across teams.
B.S. in Telecommunication, Networking, Computer Systems Engineering.
- 5 to 7 years of proven experience in Networking (switching and routing protocols), Fixed Network Products (xGPON), Software Defined Networks (SDN), Cloud & Virtualization, programming, Linux and databases.
- Networking, programming, Linux, Cloud & Virtualization Certifications will be a plus.
- Excelling communication skills, including advanced to fluent English.
Some of our benefits in US:
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability, and long-term disability
- Life insurance, and AD&D – Company paid 2x base pay
- Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
- Paid time off for holidays and Vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
The above benefits exclude students.
Disclaimer for US/Canada
Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. Check the salary ranges in the job info section for this role.
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
Similar Jobs at Nokia - Oracle TEST
Information Technology
Provides advanced technical and system-level support for Nokia optical products in a 24/7 environment. Troubleshoots complex customer issues, escalates critical problems to R&D, documents support activities, collaborates cross-functionally, and mentors junior team members. Requires periodic on-call coverage and strong communication, analytical, and problem-solving skills.
Top Skills:
Nokia Products And ServicesOptical Networking
Information Technology
Test and evaluate hardware systems, verify PCB designs and components under thermal and environmental conditions, collaborate with factory teams on product quality, and resolve factory or customer issues.
Top Skills:
EthernetNetwork Function VirtualizationNetwork ProcessorPcbQuality Of Service (Qos)
Information Technology
Design, develop, automate, and execute tests for Ethernet, optical, hardware, and software features in Nokia router platforms. Validate components and functionality against requirements, maintain lab test equipment, enhance automated regression cases in Linux, troubleshoot defects, and collaborate with software, hardware, firmware, and product management teams. The role also involves applying software development, configuration management, and quality assurance best practices.
Top Skills:
EthernetGitIperfIxiaLinuxOptical TransceiversPerlPythonShellSpirentTclWireshark
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
