Nokia

Customer Support Specialist

Nokia

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Salary

💰 $91,488 - $169,906 per year

Job Level

SeniorLead

Tech Stack

CloudLinuxPerlPythonSQLUnix

About the role

  • Serve as a trusted technical interface to customers deploying Nokia’s Fixed Networks Access products and provide world class post-sales technical leadership
  • Deliver Care support services including 24x7x365, remote and on-site activities for product technology, solutions, and complex networks during Care phase
  • Handle customer cases (tickets) as the single point of contact, manage incidents/outages within customer SLAs, and provide proper escalations
  • Perform initial diagnosis, diagnostic testing and troubleshooting to isolate faults within Nokia components and provide issue resolution/outage neutralization
  • Take ownership of post-sales technical issues, document incident/problem resolution steps and troubleshooting procedures, and develop Post-Mortem/Root Cause Analysis documentation
  • Engage with product management, regional business centers, and engineering support as a customer advocate to influence product roadmap
  • Establish and maintain strong relationships throughout the customer lifecycle and act as frontline technical resource for customer best practices

Requirements

  • B.S. Computer Science or equivalent educational experience.
  • 7+ years of experience as a post sales engineer for a networking company, relevant software vendor, or as a network engineer for a large enterprise or service provider.
  • Strong technical background with a demonstrated aptitude for picking up new technology with ease.
  • Standout 'customer first' attitude
  • Strong verbal and written communications skills with a focus on developing technical documentation and communicating highly technical material effectively to customers.
  • Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
  • Ability to meet assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations
  • Availability of Support: On-call/EME Support 24*7
  • It would be nice if you also had: M.S. degree in Computer Science or equivalent educational experience; Experience with Linux/UNIX operating systems; Layer 2/Layer3 IP/MPLS protocols knowledge and experience; Scripting (SQL/PERL/Python/Shell) and/or development experience; Ability to thrive in a high-pressure multi-tasking environment; Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention; Ability to work well in teams providing strong, relevant input