Customer Advocacy Engineer

Nokia; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company is seeking a Customer Advocacy Engineer in Ottawa, Ontario, who will oversee customer onboarding and relationships, manage critical escalations, and refine onboarding processes. Ideal candidates will have experience in customer management within technical settings and strong knowledge of optical networks and TCP/IP. This role brings opportunities to lead demonstrations, manage customer expectations, and ensure optimal deployment and satisfaction with new technologies.

Qualifications

• Proven experience in customer management, onboarding, and relationship‑building in technical environments.
• Prior experience with Long Haul and/or Metro Optical Networks required.
• Knowledge of TCP/IP networking, L2/L3 routing, and switching.

Responsibilities

• Lead critical customer onboarding, including setup, configuration, training, and troubleshooting.
• Act as primary point of contact for customer management and foster strong relationships.
• Generate customer test plans for newly released hardware or software features.

Skills

Customer management

Onboarding

Relationship-building

TCP/IP networking

Optical test sets

Automation (Python, SDN)

Education

Master's degree in electrical/electronic Engineering

Tools

Spirent

IXIA

Agilent

Job description

The Customer Advocacy Engineer leverages experience and feedback from Global Services & Support to refine customer onboarding processes, develop customer test plans for new hardware or software features, and provide hands‑on support for early customer trials, demonstrations, and critical escalations. The CAE monitors customer issues post‑FCS, flags key concerns for resolution or documentation by GA, and ensures high‑touch customer management to drive satisfaction and adoption.

Qualifications

• Proven experience in customer management, onboarding, and relationship‑building in technical environments.
• Prior experience with Long Haul and/or Metro Optical Networks required.
• Prior exposure to automation (Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controller, CLI) is a plus.
• Practical knowledge of Ethernet, DWDM, client interfaces, SONET/SDH (not mandatory), and OTN network concepts & use cases.
• Knowledge of TCP/IP networking, L2/L3 routing, and switching.
• Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters.
• Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent.
• Hands‑on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
• Prior system test, QA experience, or knowledge of the product development lifecycle is a plus.

It would be nice of you also had:

• Master’s degree in electrical/electronic Engineering, Computer Engineering, Computer Science, Telecommunications, or a related field.
• 7+ years of experience in the job offered or related roles.

Responsibilities

In this role, you will lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption. Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases. Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met. Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow‑through with stakeholders.

You will generate customer test plans for newly released hardware or software features to validate performance in customer environments. Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process. Provide initial escalation support for new Nokia Hardware & Software Releases from FCS to GA. Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication. Collaborate cross‑functionally with teams across regions to align on customer needs and product improvements. Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.