Customer Advocacy Engineer

The Customer Advocacy Engineer (CAE) at Nokia is a key player within the Global Services & Support team, dedicated to enhancing the customer experience by collaborating with Technical Support, Engineering, and Product Management teams. In this dynamic role, you will guide critical customer onboarding, ensuring successful deployment through training, troubleshooting, and support for early product trials. You will act as the primary liaison for customers, fostering strong relationships and addressing their needs while driving product usability improvements based on direct feedback. The work environment is fast-paced and collaborative, where your technical expertise and problem-solving skills will directly impact product quality and customer satisfaction. Join us in shaping the future of optical networking, delivering exceptional value to our clients and creating a seamless experience from first customer ship to general availability.

• Guide and manage seamless customer onboarding processes, ensuring successful setup, configuration, training, and troubleshooting.
• Serve as the primary customer liaison, fostering strong relationships and addressing needs during onboarding and early adoption.
• Coordinate and guide customer demonstrations, lab certifications, and early product trials to showcase product capabilities.
• Handle critical escalations, ensuring timely resolution and effective communication with customers and internal stakeholders.
• Create and implement customer test plans for new hardware and software features, validating performance in real-world environments.
• Advocate for customer feedback in cross-functional teams to enhance product usability and quality through the Product Lifecycle Process.
• Collaborate with global teams to align with customer needs and facilitate continuous improvement efforts.
• Monitor post-launch customer issues, flagging key concerns for documentation and resolution to drive satisfaction and product adoption.
  

You have:

• Proven experience in customer management and onboarding within technical environments.
• Strong escalation management skills with a successful track record of resolving critical customer issues.
• Master's Degree in Electrical/Electronics Engineering, Computer Engineering, Computer Science, Telecommunications, or a related field.
• 7+ years of experience in related roles, particularly with Long Haul and/or Metro Optical Networks.

It would be nice if you also had:

• Prior system test or QA experience, or knowledge of the product development lifecycle.
• Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
• Practical knowledge of automation technologies such as Python, SDN, NetConf, and SNMP.
• Experience with optical test sets and IP L2/L3 traffic generators like Spirent or IXIA.
  

Come 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