Customer Success Engineer

Come create the technology that helps the world act together

Nokia is committed to innovation and technology guidance 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 summon ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks, and brave to bring our authentic selves to work.

The team you'll be part of

The pandemic has highlighted how important telecoms networks are to society. Nokia's Network Infrastructure (NI) 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.

The Nokia NI Fixed Networks CARE Services organization is seeking a quick-learning, self-motivated engineer to provide direct customer relationship management and technical support, as a Customer Success Engineer, for the technologically diverse and rapidly evolving customers in North America.

As a part of the CARE organization, you will collaborate with and learn from technical engineering professionals and product experts across multiple technology domains such as Wi-Fi, Fixed Wireless Access, Software Defined Access Networks, Access Management Systems, and GPON/XGS-PON. You will have an opportunity to work with a range of customers from major Tier 1 US and Canadian carriers to local/regional Tier 3 providers.

What you will learn and contribute to

As a Customer Success Engineer, you will be responsible for providing post-sales technical leadership to our client base. Working directly with customers and supported by the entire CARE community of technical experts, you will be the representative for the Nokia Fixed Networks products and solutions and will establish and maintain strong relationships throughout the customer's technical support lifecycle.

As part of our team, you will:

• Serve as the primary/key technical resource for Nokia NI Fixed Networks customers, providing timely interaction with customers and internal teams requesting support.
• Take ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
• Function as the frontline technical resource for customer "best practices" and customer questions
• Engage with product management and engineering teams as a customer advocate to ensure resolution of customer issues and influence product roadmap
• Provide advice and guidance as the Fixed Networks representative to ensure successful ongoing usage and adoption of our technologies. Undertake discovery and education activities to identify additional opportunities for Fixed Networks solution usage across organizational functions and processes

Your skills and experience

You have:

• B.S. Computer Science/Information Technology or equivalent educational experience
• Strong verbal and written communications skills
• Excellent analytical & problem-solving skills
• Ability to thrive in a multi-tasking environment
• Ability to meet timelines with high-quality deliverables in unsupervised or remote work environment

It would be nice if you also had:

• Demonstrated aptitude for picking up new technology with ease
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Ability to works well in teams, providing strong relevant input and allow ideas from others to be shared in a collaborative environment.
• Presentation skills
• Scripting (SQL/PERL) and/or development experience
• Networking basics, Unix/Linux Command Line, Server Management and Database Knowledge

What we offer

Nokia offers flexible and hybrid working schemes, 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

- LGBT+ equality & best place to work by HRC Foundation

At Nokia, we act inclusively and respect the uniqueness of people.

Nokia's employment selections 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.