Nokia
Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms
Nokia, Richardson, Texas, United States, 75080
Dedicated Customer Technical Support Engineer - Optical Networks & Telecoms
Job Description
As a Staff Q/A Software Engineer on our Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC), you will be at the forefront of resolving complex customer issues related to software and network performance. You will collaborate closely with Nokia Software and Hardware Engineering, Product Line Management, and Global Technical Support teams, ensuring swift and effective solutions for our customers. The work environment is dynamic and collaborative, emphasizing innovative problem‑solving and continuous improvement. You will engage in hands‑on troubleshooting in both Production and Lab settings, develop insightful documentation for customers, and contribute to our Knowledge Base. Your expertise in optical networks and network protocols will directly impact customer satisfaction, helping us enhance our product offerings and strengthen our position in the industry. Join us in making technology work seamlessly for our clients!
How You Will Contribute And What You Will Learn
Troubleshoot and isolate complex customer issues in Production and Lab environments, ensuring timely resolution.
Conduct root cause analysis and recommend corrective actions to enhance customer experience.
Create clear and informative documentation explaining technical issues for customer understanding.
Develop post‑mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement.
Collaborate cross‑functionally with Infinera SW/HW Engineering and other teams to implement effective solutions.
Contribute to the Knowledge Base by developing content that aids in future troubleshooting and understanding.
Test and validate custom scripts, ensuring quality and reliability before deployment.
Support and maintain Technical Notes and Field Service Bulletins to assist internal and external operators.
Key Skills And Experience
Prior experience with long haul or metro optical networks.
Practical knowledge of Ethernet, SONET/SDH, DWDM, and OTN.
Hands‑on experience with ROADM, EDFA, and Coherent Transponders.
Strong problem‑solving skills for large and complex network scenarios.
Experience with optical test sets and troubleshooting tools (OTDR, OSA, etc.).
Knowledge in TCP/IP networking, L2/L3 routing, and switching.
Prior system test, scripting, and new product introduction experience.
About Nokia
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
What we offer
Continuous learning opportunities, well‑being programs, employee resource groups, mentoring programs, and a highly diverse and inclusive culture.
Inclusion Commitment
Nokia is an equal‑opportunity employer and is committed to inclusion and diversity, ensuring employment decisions are made regardless of protected characteristics.
Seniority level
Not Applicable
Employment type
Full‑time
Job function
Information Technology (IT Services and IT Consulting and Telecommunications)
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As a Staff Q/A Software Engineer on our Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC), you will be at the forefront of resolving complex customer issues related to software and network performance. You will collaborate closely with Nokia Software and Hardware Engineering, Product Line Management, and Global Technical Support teams, ensuring swift and effective solutions for our customers. The work environment is dynamic and collaborative, emphasizing innovative problem‑solving and continuous improvement. You will engage in hands‑on troubleshooting in both Production and Lab settings, develop insightful documentation for customers, and contribute to our Knowledge Base. Your expertise in optical networks and network protocols will directly impact customer satisfaction, helping us enhance our product offerings and strengthen our position in the industry. Join us in making technology work seamlessly for our clients!
How You Will Contribute And What You Will Learn
Troubleshoot and isolate complex customer issues in Production and Lab environments, ensuring timely resolution.
Conduct root cause analysis and recommend corrective actions to enhance customer experience.
Create clear and informative documentation explaining technical issues for customer understanding.
Develop post‑mortem reports detailing actions taken to resolve network issues, contributing to continuous improvement.
Collaborate cross‑functionally with Infinera SW/HW Engineering and other teams to implement effective solutions.
Contribute to the Knowledge Base by developing content that aids in future troubleshooting and understanding.
Test and validate custom scripts, ensuring quality and reliability before deployment.
Support and maintain Technical Notes and Field Service Bulletins to assist internal and external operators.
Key Skills And Experience
Prior experience with long haul or metro optical networks.
Practical knowledge of Ethernet, SONET/SDH, DWDM, and OTN.
Hands‑on experience with ROADM, EDFA, and Coherent Transponders.
Strong problem‑solving skills for large and complex network scenarios.
Experience with optical test sets and troubleshooting tools (OTDR, OSA, etc.).
Knowledge in TCP/IP networking, L2/L3 routing, and switching.
Prior system test, scripting, and new product introduction experience.
About Nokia
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
What we offer
Continuous learning opportunities, well‑being programs, employee resource groups, mentoring programs, and a highly diverse and inclusive culture.
Inclusion Commitment
Nokia is an equal‑opportunity employer and is committed to inclusion and diversity, ensuring employment decisions are made regardless of protected characteristics.
Seniority level
Not Applicable
Employment type
Full‑time
Job function
Information Technology (IT Services and IT Consulting and Telecommunications)
#J-18808-Ljbffr