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.
 

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

 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.