Senior Customer Support Engineer

Nokia is hiring a Senior Customer Support Engineer. Level rates it ; you can apply on Nokia.

Level's read on this job

Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
Level classes it as a senior role.
Nokia has 568 other open roles on Level.

AI in this role

IP 4th level support and test engineer

Within R&D our focus is on customer issues that are escalated through the 2nd and 3rd level support organization. As such we have the role of 4th level customer support engineers.

We have a lot of interaction between Antwerp, California, Ottawa, Bangalore & the UK as our test and development environment is shared. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for an additional 4th level support engineer in Sunnyvale, CA. You will have the possibility to grow towards a L2/L3 IP network expert and as such become a key player within the IP division.

Debug and resolve customer issues after they’ve been filtered by the 2nd and 3rd level support organizations.
Interfaces to R&D, 3rd level support team, account teams, business units and customers for technical consultation and customer support concerns.
Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives.
Perform on-site product adaptations or enhancements to installed products.
Maintain problem status and problem resolution records.
Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability.
Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA.
Generate release notes and update the Customer Service and Support Problem tracking database.

Education level and experience:

Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience

Expertise and skills:

Personal commitment towards quality.
Solution and customer oriented.
Autonomous and result driven, able to closely cooperate with team members that are located in Sunnyvale CA, Antwerp, Bangalore and Ottawa.
A fluent knowledge of spoken and written English is a must.
A proven aptitude for methodical problem solving, very good communication skills, a strong attention to detail and the ability to work well in a close-knit team

Desired Qualifications:

Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP-TE, SR).
Knowledge of Virtual Private Network (VPRN, VPLS, EVPN, VLL).
Good understanding of Quality of Service in IP networks.
Background in TCP/IP network testing and troubleshooting
Scripting or programming skills (C, Perl, Golang, Python) in a Unix or Windows environment.
Familiarity with virtualization (KVM, VMWare), containers (Docker, Containerd) and Kubernetes.
Network Security and Management (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI).
Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.).
Preferred working experience with 7750 SR OS, 7220/7250 SR Linux and EDA.
Experience and interest in working in a customer support role and environment is preferred.
Familiarity with Tier-1/2/3 network architecture, operation and support.

How we rate this

Senior Customer Support Engineer at Nokia rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.