Technical Customer Advocate

**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.
**The team you'll be part of**
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.
An exciting opportunity to work in the ever-changing Telecommunication Industry. As a member of the Customer Technical Support team, for our Network Infrastructure Business Group, you will be a part of a team whose objectives are to manage our customers during the delivery of Care services. You will join a team with a diverse environment filled with challenges, autonomy and collaboration.
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.
**What you will learn and contribute to**
We are looking for a committed and zealous person to support our IP customers. Are you passionate about solving problems?
As part of our team, you will:
- A single point of contact for major technical issues and activities during delivery or maintenance phase
- Facilitate resolution of key technical issues working with the engineering, integration teams and support teams
- Review/Assist Method of Procedure (MOP)
- Advocate for specific market/regional interests
- understanding of customer network and make proactive recommendations (including future hw/sw releases)
- Lead technical meetings
- Track sw problems and their associated fixes
- Proactive activities to minimize outages and ensure nominal operations
- Assist with outage restoration for major outages
- Drive and deliver RCA for complex issues
- Provide bridge from deployment to maintenance by awareness, communication and training (CTS and TAC)
- Understand customer operations, structure and processes (Customer visits will be take place often)
- identify business/revenue opportunities and transfer them to sales for increased revenue
- Ensure customer is operating and utilizing equipment to full potential
- Deliver white board type training sessions on best practices and new features
**Your skills and experience**
You have:
- Bachelor Telecommunication Engineering or equivalent and 7 years experience.
- strong understanding of optical equipment, principles and interfaces to network.
- DWDM and OTN concepts considering planning, implementation and support perspective.
- Good knowledge of ASON and Northbound Interfaces.
- Experience with Optics System Management and SDN principles
- able to communicate in Portuguese and English
- Troubleshooting techniques: Requires a logical approach to solving complex product/network issues
- work independently
- Interface with key internal stakeholders across Optical teams; (Product management, Support teams, Bus Development
and NPI).
- Customer soft skills for communication of technical issues and relationship building
- Experience with dealing customer escalation issues
**It would be nice if you also had**:
- Carrier Ethernet knowledge
- Nokia product 1830 experience
**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 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.

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