Note: The job is a remote job and is open to candidates in USA. Nokia is a global leader in connectivity for the AI era. They are seeking a Senior Customer Support Engineer to focus on customer issues escalated through the 2nd and 3rd level support organization, working collaboratively with various teams to resolve complex product problems and maintain system integrity.
Responsibilities
- Debug and resolve customer issues after they’ve been filtered by the 2nd and 3rd level support organizations
- Interfaces to R&D, 3rd level support team, account teams, business units and customers for technical consultation and customer support concerns
- Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives
- Perform on-site product adaptations or enhancements to installed products
- Maintain problem status and problem resolution records
- Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability
- Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA
- Generate release notes and update the Customer Service and Support Problem tracking database
Skills
- Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience
- Personal commitment towards quality
- Solution and customer oriented
- Autonomous and result driven, able to closely cooperate with team members that are located in Sunnyvale CA, Antwerp, Bangalore and Ottawa
- A fluent knowledge of spoken and written English is a must
- A proven aptitude for methodical problem solving
- Very good communication skills
- A strong attention to detail
- The ability to work well in a close-knit team
- Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP-TE, SR)
- Knowledge of Virtual Private Network (VPRN, VPLS, EVPN, VLL)
- Good understanding of Quality of Service in IP networks
- Background in TCP/IP network testing and troubleshooting
- Scripting or programming skills (C, Perl, Golang, Python) in a Unix or Windows environment
- Familiarity with virtualization (KVM, VMWare), containers (Docker, Containerd) and Kubernetes
- Network Security and Management (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI)
- Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.)
- Preferred working experience with 7750 SR OS, 7220/7250 SR Linux and EDA
- Experience and interest in working in a customer support role and environment is preferred
- Familiarity with Tier-1/2/3 network architecture, operation and support
Benefits
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability
- 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
Company Overview
Company H1B Sponsorship