Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms

As a Staff Q/A Software Engineer on our Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC), you will be at the forefront of resolving complex customer issues related to software and network performance. You will collaborate closely with Nokia Software and Hardware Engineering, Product Line Management, and Global Technical Support teams, ensuring swift and effective solutions for our customers. The work environment is dynamic and collaborative, emphasizing innovative problem-solving and continuous improvement. You will engage in hands-on troubleshooting in both Production and Lab settings, develop insightful documentation for customers, and contribute to our Knowledge Base. Your expertise in optical networks and network protocols will directly impact customer satisfaction, helping us enhance our product offerings and strengthen our position in the industry. Join us in making technology work seamlessly for our clients!

Troubleshoot and isolate complex customer issues in Production and Lab environments, ensuring timely resolution.

• Conduct root cause analysis and recommend corrective actions to enhance customer experience.

• Create clear and informative documentation explaining technical issues for customer understanding.

• Develop post-mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement.

• Collaborate cross-functionally with Infinera SW/HW Engineering and other teams to implement effective solutions.

• Contribute to the Knowledge Base by developing content that aids in future troubleshooting and understanding.

• Test and validate custom scripts, ensuring quality and reliability before deployment.

• Support and maintain Technical Notes and Field Service Bulletins to assist internal and external operators.

Required Skills for Internal / External Candidates

You have:

• Prior experience with long haul or metro optical networks

• Practical knowledge of Ethernet, SONET/SDH, DWDM, and OTN

• Hands-on experience with ROADM, EDFA, and Coherent Transponders

• Strong problem-solving skills for large and complex network scenarios

It would be nice if you also had:

Experience with optical test sets and troubleshooting tools (OTDR, OSA, etc.)

Knowledge in TCP/IP networking, L2/L3 routing, and switching

Prior system test, scripting, and new product introduction experience

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

What we offer

Nokia offers 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