Technical Support Engineer

NOKIA; Dallas (TX); On-site; USD 70,000 - 105,000; Full time

Job summary

Nokia is seeking a Customer Care Support Specialist to act as a trusted technical interface for customers deploying Nokia Fixed Networks Access products. You will provide post-sales technical leadership and serve as the subject matter expert throughout the customer lifecycle, balancing product knowledge with remote diagnostic skills.

This role emphasizes problem solving, collaboration with R&D, and mentoring teams while maintaining SLAs and delivering fast recovery during outages.

Qualifications

• Must have strong problem-solving skills and analytical ability.
• Excellent English communication and collaboration with cross-functional teams.
• Post-sales technical leadership experience desirable but not mandatory.

Responsibilities

• Serve as a trusted technical interface to customers deploying Nokia Fixed Networks products.
• Provide post-sales technical leadership and act as subject matter expert through the customer lifecycle.
• Lead technical projects, ensure SLA compliance, and resolve escalated cases.
• Collaborate with R&D for fixes and provide training to teams.

Skills

Problem-Solving

Leadership & Mentorship

Technical Project Management

Advanced Troubleshooting

Customer & Vendor Interaction

Knowledge Sharing & Documentation

Education

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

Tools

Linux

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.

• 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.

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.