Job DescriptionAt Nokia, our Customer Success Engineers (CSEs) are based right in the same country as our customers, so they're always close at hand to provide expert support. CSEs are true subject matter experts and are an essential piece of Nokia being able to provide top-tier Technical Support services. CSEs act as proactive advisors, offering recommendations and helping to implement customer-approved action plans. CSEs are responsible for quickly identifying and resolving any technical issues by working closely with our Constant Care Team. CSEs provide our customers with a dedicated, highly technical resource who the customer can rely on for all their technical support issues and needs. If you're passionate about helping customers and have a strong technical background, the CSE role might be the perfect fit for you!
Responsibilities- Leads a virtual team of L2/L3 technical experts (CCT or similar) using associated NI tool sets, acting as SPoC / SME for technical support activities affecting the customer's network for NI products. The primary support interface for all TRs. Often located within the country to which the customer resides, acting as a key resource differentiator for NI Care Adv Svc Suite, acting as liaison (recommendations, implementation of customer approved action plan, etc.) & forensic specialist for products within the scope of the offer.
- Act as single point of contact between customer and NI Care for Maintenance technical issues (business hours - CCT 24x7)
- Provide oversight and review of customer MOP pertaining to upgrades & retrofits, ensuring related communication towards the customer. Provide configuration assistance & consultancy expertise
- Implement customer approved action/correction plan. Responsible to make available in SharePoint, all materials or location specific details of the Buyer network.
- Facilitate identification of control mechanisms and critical action/recovery paths for system components. Build operational efficiencies, technical relationships, customer intimacy; manage difficult situations; negotiate conflict resolution & expedite problem resolution
- Jointly responsible (shared with Constant Care Team) for analysing all nodal and network data collected, identifying trends that may be indicative of future performance, service, or capability affecting.
- Provide recommendations and/or direct actions that will circumvent an outage or lessen the severity if an underlying problem surfaces using supporting analytical analysis of trends specific to customer network with global insight. Provide recommendations incl. changes & enhancements affecting capacity utilization, service constraints, etc. with targeted knowledge transfer to improve network performance management, complexity and reliability
QualificationsYou have:
- 5-10 years of technical experience, including customer engagements, meetings and internal strategies. Undergraduate degree in Engineering, or equivalent level of education / experience
- Must be able to quickly and easily master new technologies and evolving standards in various customer business disciplines. Must have experience working with product support teams and IP product lifecycle issues.
- Must be comfortable being an IP protocol and products "expert" within Nokia and driving other departments and teams toward most effectively realizing a superior support experience for the customer.
- Is certified with the IP Network Certification - Architect certification
- Working knowledge, at the Nokia L2 level, of the SROS and SRL-based product families
- Product troubleshooting knowledge for a specific technology, must be IP expert, minimum of 5 years of working knowledge in IP, MPLS, Services (VPLS, VPRN), L2 switching, BNG, OSPF, ISIS, BGP, EVPN, Linux, Multicasting, QOS, Basic Knowledge on Standards, RFCs, Basic Idea of Containers, Dockers, VM's, working experience on traffic generators (Spirent/IXIA). Knowledge of Technical Support processes. Knowledge of Technical Support tools: Sales Force, Knowledge Management, packet analyzers etc
- Cisco and Juniper higher Certifications are must
It wolld be nice if you also had:
DCN2025
About UsCome create the technology that helps the world act together 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.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work
What we offer Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.
Nokia is committed to inclusion and is an equal opportunity employer Nokia has received the following recognitions for its commitment to inclusion & equality:
- One of the World's Most Ethical Companies by Ethisphere
- Gender-Equality Index by Bloomberg
- Workplace Pride Global Benchmark
At Nokia, we act inclusively and respect the uniqueness of people. Nokia's 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.
Join us and be part of a company where you will feel included and empowered to succeed.
About the Team The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure group is at the heart of a revolution to bring more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise.
