Provide post-sales technical leadership for Nokia Fixed Networks access products. Troubleshoot complex system-level issues, manage escalations, lead technical projects, mentor colleagues, collaborate with R&D and vendors, and produce documentation and training to ensure SLA compliance and rapid customer 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.
Nokia Kanata, Ontario, CAN Office
600 March Rd, Kanata, ON, Canada, K2K 2T6
Nokia Ottawa, Ontario, CAN Office
Ottawa, Canada
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