Customer Advocacy Engineer

Nokia; Us; Sur place; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Continuous learning opportunities

Well-being programs

Mentoring programs

Diverse and inclusive culture

Résumé du poste

A leading telecommunications company is seeking a Customer Advocacy Engineer to lead onboarding and customer management processes. This role involves acting as a key contact for customers, generating test plans, and ensuring customer satisfaction through effective relationship management. Candidates should have significant experience in customer management within technical environments and a strong grasp of optical network concepts. Join a culture that promotes inclusion and professional development.

Qualifications

• 7+ years of experience in customer management roles.
• Experience in onboarding and relationship management in technical settings.
• Practical knowledge of Ethernet, DWDM, and OTN concepts.

Responsabilités

• Lead customer onboarding and deployment phases.
• Act as the main point of contact for customer management.
• Generate customer test plans for new product features.

Connaissances

Customer management

Technical relationship-building

Long Haul and/or Metro Optical Networks

Automation (Python, SDN, etc.)

TCP/IP networking

Optical test sets

Hands-on testing

Formation

Master’s degree in electrical/electronic Engineering, Computer Engineering, Computer Science, Telecommunications

Description du poste

Overview

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.

Responsibilities

• 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.
• 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 and software releases from FCS to GA. Reproduce early field issues, assist with lab testing, and create technical collateral 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.

Key Skills And Experience

• 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.

Nice to have

• 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.

About Nokia

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.

Equal Opportunity

Nokia is committed to inclusion and is an equal opportunity employer. Nokia’s 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. Nokia is recognized for inclusion: One of the World’s Most Ethical Companies by Ethisphere; Bloomberg Gender-Equality Index; Workplace Pride Global Benchmark.

Join us and be part of a company where you will feel included and empowered to succeed.