Remote Position
[Remote] Senior Customer Support Engineer
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Nokia is a global connectivity company advancing fixed, mobile, and transport networks. The company is seeking a Senior Customer Support Engineer to provide fourth-level support for escalated IP network customer issues, debug complex installations and product problems, and collaborate with R&D, support teams, account teams, business units, and customers.
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
Skills
- Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience
- 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
- 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
Benefits
- For non-student employees in the US: Corporate Retirement Savings Plan
- For non-student employees in the US: Health and dental benefits
- For non-student employees in the US: Short-term disability and long-term disability
- For non-student employees in the US: Company-paid life insurance and AD&D at 2x base pay
- For non-student employees in the US: Optional or supplemental life and AD&D insurance for employees, spouses, and children
- For non-student employees in the US: Paid time off for holidays and vacation
- For non-student employees in the US: Employee Stock Purchase Plan
- For non-student employees in the US: Tuition Assistance Plan
- For non-student employees in the US: Adoption assistance
- For non-student employees in the US: Employee Assistance Program/Work Life Resource Program
Company Overview
Company H1B Sponsorship