Technical Support Engineer

Nokia; Ottawa; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental benefits

Life insurance

Employee Stock Purchase Plan

Paid time off

Tuition Assistance Plan

Job summary

Nokia is hiring a Customer Care Support Specialist in Ottawa to serve as a trusted technical interface for customers deploying Nokia Fixed Networks Access products. You will provide post-sales leadership, resolve complex network issues, and maintain strong customer relationships throughout the lifecycle.

You will collaborate with R&D, engage with customers and vendors, and mentor teammates while continuously learning to keep solutions current and effective in fast-paced telecom environments.

Qualifications

• 5–7 years of proven networking experience, including xGPON.
• Experience with SDN, cloud and virtualization is a plus.
• Strong English communication skills.

Responsibilities

• Provide post-sales technical leadership to customers.
• Lead technical projects with SLA compliance.
• Troubleshoot system-level issues and coordinate with R&D.
• Engage with customers and third-party vendors to resolve complex cases.
• Create and maintain technical documentation and training.

Skills

Networking

xGPON

SDN

Cloud & Virtualization

Programming

Linux

Databases

English communication

Education

B.S. in Telecommunication, Networking, Computer Systems Engineering

Job description

Job Description

As a Customer Care Support Specialist at Nokia, your core mission is to serve as a trusted technical interface to customers deploying Nokia’s Fixed Networks Access products. You will be responsible for providing world class post-sales technical leadership to our client base. Working directly with customers, you will be the subject matter expert on the Nokia Fixed Networks products and solutions and will establish and maintain strong relationships throughout the customer’s lifecycle. This role requires a balance of product knowledge, remote diagnostic experience, excellent judgment, a strong desire to “solve” the problem, and an ability to continually learn.

We are looking for highly motivated, responsible, high caliber engineers who like to know how things work and are excited to eliminate problems in customer networks. Aptitude and attitude are more important than meeting specific experience criteria.

How You Will Contribute And What You Will Learn

• Problem-Solving and Analytical Expertise: Utilizes advanced analytical skills to address complex, non-routine problems and offers innovative perspectives.
• Leadership and Mentorship: Acts as a professional advisor, mentor, and trainer, providing guidance to teams and less experienced personnel.
• Technical Project Management: Leads technical projects with manageable risks and resource requirements, while ensuring SLA compliance and resolving escalated cases.
• Advanced Troubleshooting and Collaboration: Delivers expertise in system-level troubleshooting, defect identification, and collaborates with R&D teams for fixes.
• Customer and Vendor Interaction: Engages with customers and third-party vendors to address complex cases, provide workarounds, and ensure quick recovery during critical outages.
• Knowledge Sharing and Documentation: Creates, reviews, and approves technical documents, guidelines, and knowledge articles, while performing training and knowledge transfer across teams.

Key Skills And Experience

B.S. in Telecommunication, Networking, Computer Systems Engineering.

• 5 to 7 years of proven experience in Networking (switching and routing protocols), Fixed Network Products (xGPON), Software Defined Networks (SDN), Cloud & Virtualization, programming, Linux and databases.
• Networking, programming, Linux, Cloud & Virtualization Certifications will be a plus.
• Excelling communication skills, including advanced to fluent English.

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.