Senior Customer Support Engineer

NOKIA; Sunnyvale (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Nokia is seeking a dedicated IP 4th level support and test engineer in Sunnyvale, CA to resolve customer issues escalated from the 2nd and 3rd level teams. You will collaborate with R&D, QA, and field engineers across Antwerp, Ottawa, Bangalore and the UK to ensure reliable product performance.

The role offers progression toward L2/L3 IP network expertise, involvement in product installations, creation of release notes, and contributions to a strong, customer-focused support culture.

Qualifications

• Education in telecommunications/electronic/SW/computer engineering or equivalent.
• Strong problem solving and communication skills.
• Fluency in English is required.

Responsibilities

• Debug and resolve customer issues after escalation by 2nd/3rd level support.
• Interface with R&D, 3rd level support, account teams and customers for technical consultation.
• Debug complex product installations and apply established procedures and creative solutions.
• Perform on-site product adaptations or enhancements to installed products.
• Maintain problem status and resolution records.
• Prepare reports on problems and resolutions, ensuring system integrity.
• Stay updated on new products/releases with R&D, Product Management and QA.
• Generate release notes and update the service/problem tracking database.

Skills

Quality focus

Customer oriented

Autonomous

Fluent English

Education

Telecommunications/Electronic/ SW/Computer Engineering degree or equivalent

Job description

IP 4th level support and test engineer

Within R&D our focus is on customer issues that are escalated through the 2nd and 3rd level support organization. As such we have the role of 4th level customer support engineers.

We have a lot of interaction between Antwerp, California, Ottawa, Bangalore & the UK as our test and development environment is shared. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for an additional 4th level support engineer in Sunnyvale, CA. You will have the possibility to grow towards a L2/L3 IP network expert and as such become a key player within the IP division.

• 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.

Education level and experience:

• Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience

Expertise and skills:

• 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 and the ability to work well in a close-knit team

Desired Qualifications:

• 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.

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.

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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.