Sr. Technical Optical Support Engineer

Nokia; Coppell (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Nokia in Coppell, TX is seeking a Sr. Technical Optical Support Engineer to provide advanced troubleshooting and system-level expertise in a 24/7 environment, serving as the primary link between customers and R&D.

You will mentor teammates, document support activities, participate in on-call coverage, and collaborate with cross-functional groups to drive rapid resolutions and high customer satisfaction.

Qualifications

• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support role.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.

Responsibilities

• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
• Troubleshoot complex issues and offer innovative solutions, often at the system level.
• Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
• Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
• Collaborate with cross-functional teams to ensure a seamless support experience for customers.
• Document and report on support activities, providing valuable insights for process improvements.
• Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Periodically take on-call duties, providing 24/7 support coverage as required.

Skills

Problem-solving

Communication

Customer-centric

Analytical mindset

Independent worker

Multi-tasking

Learning mindset

On-call readiness

Education

Bachelor's degree in Computer Science or Engineering

Tools

Technical support tools

Job description

Job Description

The Sr. Technical Optical Support Engineer is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions.

How You Will Contribute and What You Will Learn

• Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
• Troubleshoot complex issues and offer innovative solutions, often at the system level.
• Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
• Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
• Collaborate with cross-functional teams to ensure a seamless support experience for customers.
• Document and report on support activities, providing valuable insights for process improvements.
• Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Periodically take on-call duties, providing 24/7 support coverage as required.

Key Skills and Experience

• A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
• Minimum 3 years of experience in a technical support role, with a proven track record of success.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
• A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
• Proficiency in relevant software and tools used for technical support and troubleshooting.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
• Willingness to continuously learn and adapt to new technologies and support methodologies.
• Flexibility to work in a 24/7 support environment, including periodic on-call duties.