Senior Customer Support Engineer

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.

Responsibilities

• 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.

Qualifications

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.

About Us

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.


Learn more about life at Nokia.

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.

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.