Regional Technology Expert

Come create the technology that helps the world act together

We are a B2B technology innovation leader pioneering the future where networks meet cloud.

At Nokia you will have a positive impact on people's lives and help build the capabilities needed for a more productive, sustainable, and accessible world.

Be part of a culture built on an inclusive way of working where we are open to your ideas, you are empowered to take risks and are encouraged to be fearless in bringing your authentic self to work.

Network Infrastructure

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.

The team you will be a part of

NI Fixed Networks CARE Services - Regional Technology Experts provide highest tier investigation and collaborative support for the full suite of Fixed Access Networks products and platforms. The Regional Technology Expert team serves as the highest level of engineering support, performing operational diagnostics and troubleshooting for telecom carriers on Nokia's access platforms.

The Regional Technology Expert will serve as the interface to Nokia R&D, and support problem replication and testing in state-of-the-art lab environments throughout the world. This role requires a balance of product knowledge, remote diagnostic experience, excellent judgment, and the desire to "solve" the problem.

We are looking for highly motivated, responsible, high caliber engineers who like to know how things work and solve problems. Aptitude and Attitude are more important than meeting specific experience criteria.

What you will learn and contribute to

As part of the team, you will:

The CARE Technology Expert role examines issues, performs diagnostic testing, and provides vital recommendations. This role presents the opportunity to learn the technical details across the total reach of the networks. The CARE Technology Expert engineer uses this knowledge to solve Incidents, Problems, and Outages, which is the cornerstone of maintaining customer satisfaction. The CARE Expert engineer interfaces with the end users and the product designers to understand "symptoms" and design for practical problem-solving. The position includes "hands-on" experiences in a lab environment to reproduce failure behaviors and test potential solutions.

• Serve as the primary CARE engineering resource for Nokia NI-Fixed Networks customers. Provide timely interaction with customers and internal teams requesting support and managing Incidents/Outages within defined customer SLAs. Troubleshoot network/product faults and provide restorative action recommendations independently.
• Serve as the primary interface between Nokia CARE Engineering teams and Research and Development (R&D) teams on complex technical issues. Be able to perform lab replication and provide detailed technical analysis reports to R&D.
• Perform diagnostic testing and troubleshooting to isolate faults within the Nokia components; Provide issue resolution/outage neutralization.
• Take ownership of post-event Root Cause Analysis. Developing Post-Mortem/RCA documentation and effectively communicating post-event analysis & recommendations to the customer.
• Development of Technical Job-Aids/Methods of Procedure and creation of Knowledge Base articles to share knowledge within the NI-Fixed Access Technical Support Community. Provide formal and informal training/knowledge sharing within the regional Care support community.
• Provide advice and guidance as the NI-Fixed Access product/technology expert to ensure successful ongoing usage and adoption of our technologies.

Your skills and experience

You have :

• 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 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 communication skills focused on developing technical documentation and communicating highly specialized material effectively to customers.
• Excellent analytical & problem-solving skills, combined with the ability to provide a quick resolution to problems
• Ability to meet assigned timelines with high-quality, complete deliverables in unsupervised, sometimes remote situations

It would be nice if you also had:

• M.S. degree in Computer Science/Information Technology or equivalent educational experience
• Experience with Linux/UNIX operating systems.
• Layer 2/Layer 3 IP/MPLS protocols knowledge and experience.
• Scripting (SQL/PERL/Python/Shell) and development experience
• Cisco Network Certification CCNA/CCNP/CCIE is a plus
• Ability to thrive in a high-pressure multi-tasking environment, doesn't let anything slip through the cracks and can adjust priorities on-the-fly
• Demonstrable success in thinking strategically and executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Ability to work well in teams, providing relevant solid input and allowing ideas from others to be shared and used when appropriate

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.

• Flexible working environment, including a Hybrid office model and the ability to work remotely. A distributed workforce across the United States and Canada.
• Cutting-edge technology, including XGS-PON, Software Defined Access Networks, Wi-Fi, and Fixed Wireless Access.
• Formalized training curriculum and certifications paths.
• State-of-the-art labs, including Smart Lab, with automated capabilities for hands-on/remote training and problem replication.

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