Technical Support Engineer

Be an Early Applicant Remote or Hybrid Hiring Remotely in United States Entry level Remote or Hybrid Hiring Remotely in United States Entry level Provide 24/7 technical support for network management system products, troubleshoot and resolve customer issues, manage outages, perform corrective and preventive maintenance, document incidents and root causes, and coordinate escalations with higher-level support and product teams. The role also maintains Salesforce records, supports knowledge management, communicates recovery risks, and builds customer relationships while meeting service-level agreements. The summary above was generated by AI

At Nokia, we strive to create a connected world, and our Network Infrastructure Business Group leads the way in providing reliable and high-capacity networks. As a Technical Support Engineer, you will be at the forefront of our technical support operations, ensuring our customers receive exceptional service and support. Your expertise will be instrumental in maintaining and enhancing our reputation as a trusted partner for critical network infrastructure. Responsibilities

• Provide 24/7/365 technical support for NMS products, ensuring timely and accurate troubleshooting and resolution of customer issues.
• Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed.
• Maintain and update Salesforce and outage documentation, contributing to and reviewing upgrade guides and procedural documentation.
• Build and nurture strong customer relationships, ensuring high satisfaction through SLA-compliant services.
• Act as an ‘Outage Manager’, identifying and managing the impact of outages and changes to customer networks.
• Ensure comprehensive documentation of outage situations, meeting contractual root cause review obligations.
• Provide effective and pragmatic recovery solutions, managing risks and communicating them to relevant stakeholders.
• Supply input to and utilize knowledge management tools, sharing knowledge proactively within the team.
• Adequately document all troubles for tracking and learning purposes, collaborating with internal resources to resolve technical issues.
• Interface with the product business division (level 3/TEC) to ensure seamless support and knowledge transfer., Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. Check the salary ranges in the job info section for this role., Provides advanced technical support for optical products in a 24/7 environment. Troubleshoots complex system-level issues, develops solutions, escalates critical customer problems to R&D, and coordinates cross-functional resolutions. Maintains product expertise, documents support activity, identifies process improvements, and trains junior team members. The role includes periodic on-call duties and requires strong communication, analytical problem-solving, customer service, and adaptability. Top Skills: Optical Networking Systems Branch (branch.io)

Technical Support

8 Days Ago In-Office or Remote 60K-90K Annually Junior 60K-90K Annually Junior Mobile * Software * Analytics Provide technical customer support through ticket management, investigate and replicate SDK, analytics, and attribution issues, analyze logs, troubleshoot APIs and web technologies, and collaborate with Account Management, Product, and Engineering. Maintain SLA performance, document solutions in internal knowledge tools, and continuously learn Branch products. The role requires strong communication, multitasking, SQL, API, and Chrome Developer Tools proficiency, with mobile SDK and web development experience preferred. Top Skills: APIsChrome Developer ToolsCSSGuruHTMLJavaScriptJIRAMobile SdksNotionSQLZendesk

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• A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
• Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
• Familiarity with NPI/Customer Engineering domain is advantageous.
• Excellent problem-solving and analytical skills, with a customer-centric approach.
• Strong communication and interpersonal skills, with the ability to build rapport and manage customer expectations.
• A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• 5% travel may be required for this role.
• Adherence to ISO27001 information handling and safeguarding best practices is mandatory.
• Nokia is an equal opportunity employer, and we value diversity and inclusion in our workforce., All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.

The length of the recruitment process may vary depending on the specific role’s requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia. About the Team Some of our benefits in US:

• Corporate Retirement Savings Plan
• Health and dental benefits
• Short-term disability, and long-term disability
• Life insurance, and AD&D - Company paid 2x base pay
• Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
• Paid time off for holidays and Vacation
• Employee Stock Purchase Plan
• Tuition Assistance Plan
• Adoption assistance
• Employee Assistance Program/Work Life Resource Program, 2 Days Ago Remote 100K-120K Annually Senior level 100K-120K Annually Senior level Software Own the highest-level technical escalations, investigating complex bugs, data inconsistencies, API integrations, OAuth configurations, webhooks, permissions, and recovery scenarios. Reproduce issues, read and write code for debugging, analyze logs and API responses, and partner with Engineering through resolution. Support enterprise onboarding, maintain technical knowledge resources, identify recurring product issues, and participate in weekend and holiday on-call rotations.

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world. Learn more about life at Nokia.