Care Technical Customer Advocate

Nokia; Ottawa; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Health and dental benefits

Retirement Savings Plan

Paid time off

Employee Stock Purchase Plan

Job summary

Nokia seeks an experienced Customer Technical Advocate to engage with clients and internal teams, applying hands-on NSP expertise to advance automation and network performance. You will analyze and resolve complex OSS issues, configure equipment, and contribute to product improvements.

Ideal candidates have 5+ years in telecom networks, strong Linux administration, and excellent communication skills, with formal Nokia NSP familiarity preferred.

Qualifications

• Bachelor’s degree in Computer Science, Computer Engineering, or related field, or equivalent experience.
• 5+ years configuring, monitoring, and troubleshooting IP/MPLS networks using OSPF, ISIS, BGP, MPLS, and L2/L3 VPNs.
• 5+ years administering network management systems.
• 3+ years Linux system administration, especially Red Hat/CentOS.
• 3+ years virtualization and software application operations experience.
• 3+ years OSS integration experience.
• Strong knowledge of Nokia networking products including NSP, 5620 SAM, 7x50.

Responsibilities

• Escalations for tickets deemed critical or unresolved by customers.
• Assign severity/priority and communicate with the support delivery team.
• Prepare Outage SFR and RCA requests led by Incident Manager.
• Monitor product alerts and assist with licensing issues using ASLM.
• Provide technical support engagement training and knowledge transfer.
• Evaluate customer networks for performance, scalability, and security.
• Configure equipment and services; test networks at deployment stages; optimize operations.

Skills

IP/MPLS routing

Linux admin

OSS integration

Network management

Nokia NSP

Communication skills

Team collaboration

OSPF/ISIS/BGP/MPLS

Education

Bachelor’s degree in CS/CE

Equivalent professional experience

Tools

Red Hat Linux

CentOS

Job description

Job Description

We invite experienced, customer-facing professionals to apply for the Customer Technical Advocate role, where you will engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities. If you are passionate about driving technical solutions and fostering collaborative success, we encourage you to apply.

Job Description

We invite experienced, customer-facing professionals to apply for the Customer Technical Advocate role, where you will engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities. If you are passionate about driving technical solutions and fostering collaborative success, we encourage you to apply.

How You Will Contribute And What You Will Learn

• Escalations for tickets customer feels are not being worked or are technically challenging to resolve
• Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to support delivery team for proper level of attention
• Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for an outage, incident, or hot issue (led by the Incident Manager in the case of outage)
• Monitor Nokia Product Alerts and inform the customer of applicable information. Assist with licensing issue(s) using ASLM
• Provide Technical Support engagement training and knowledge transfer related to case/ticket management including best practices for processes and services
• Evaluate customer networks for performance, scalability, manageability, and security.
• Configure equipment and services. Test and support networks in various stages of deployment. Provide recommendations to optimize the network operations and performance.
• Work with internal technical teams for product placement and feature improvements for reliability, availability, and serviceability.

Key Skills And Experience

• Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field, or equivalent relevant professional experience.
• 5+ years of relevant experience with a telecommunications equipment vendor or service provider, configuring, monitoring, and troubleshooting IP/MPLS networks using protocols such as OSPF, ISIS, BGP, MPLS, and L2/L3 VPNs over MPLS.
• 5+ years of experience administering and operating network management systems.
• 3+ years of hands-on experience in Linux system administration, particularly with Red Hat and CentOS environments.
• 3+ years of experience operating and troubleshooting software applications within virtualized environments and systems.
• 3+ years of experience in automation and Operations Support Systems (OSS) integration.
• Strong knowledge of Nokia networking products and platforms, including NSP, 5620 SAM, 7x50, and related technologies.
• Excellent written and verbal communication skills, with demonstrated ability to communicate effectively with end clients and technical stakeholders.
• Nokia SRA, Cisco CCIE, Juniper JNCIE, or equivalent industry certification preferred.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia .

Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia .

About The Team

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.