Lead customer onboarding, demos, lab certifications and escalations for new optical networking products. Drive test plans, reproduce field issues, contribute serviceability requirements, and liaise across product, support, and customers to ensure successful FCS-to-GA product introductions and adoption.
The Global NPI Engineer is responsible for collaborating with Technical Support, Product Line Management, Hardware & Software Engineering, and System Test teams to enhance customer experience, improve product quality, and ensure successful customer onboarding.
The role includes managing critical customer engagements, supporting product onboarding activities, conducting demonstrations, driving lab certifications, and handling complex customer escalations. The Global NPI Engineer contributes to the definition and implementation of Serviceability Requirements to improve product usability, operational efficiency, and overall customer experience.
In addition, the Global NPI Engineer supports the Product Lifecycle Process, guiding products from First Customer Ship (FCS) through General Availability (GA). Acting as a key liaison between customers, support organizations, and product development teams, the role helps ensure successful new product introductions, accelerated customer adoption, and continuous product improvement.
- Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption.
- Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases.
- Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met.
- Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders.
- Generate customer test plans for newly released hardware or software features to validate performance in customer environments.
- Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process.
- Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality.
- Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA.
- Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication.
- Collaborate cross-functionally with teams across regions to align on customer needs and product improvements.
- Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.
- Proven experience in customer management, onboarding, and relationship-building in technical environments.
- Prior experience with Long Haul and/or Metro Optical Networks required.
- Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials.
- Strong escalation management skills, with a track record of resolving critical customer issues effectively.
- Detail-oriented with excellent problem-solving skills, applicable to complex network scenarios.
- Prior exposure to automation (Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controller, CLI) is a plus.
- Practical knowledge of Ethernet, DWDM, client interfaces, SONET/SDH (not mandatory), and OTN network concepts & use cases.
- Knowledge of TCP/IP networking, L2/L3 routing, and switching.
- Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters.
- Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent.
- Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
- Prior system test, QA experience, or knowledge of the product development lifecycle is a plus.
- Proficiency in creating PowerPoint presentations and using Excel for customer reporting and documentation.
- Exceptional interpersonal, oral, and written communication skills to engage with customers and internal teams.
Education Requirements:
- Bachelor's/master's degree in electrical/Electronic Engineering, Computer Engineering, Computer Science,
- Telecommunications, or a related field.
- At least 7+ years of experience in the job offered or related roles.
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
The above benefits exclude students.
Disclaimer for US/Canada
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.
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
Similar Jobs
Artificial Intelligence • Fintech • Information Technology • Logistics • Payments • Business Intelligence • Generative AI
Lead FP&A for global Value Services supporting Customer Success, Professional Services, Support, and related teams. Partner with the CCO, manage a team of three, own budgeting, forecasting, financial modeling, performance reporting, executive presentations, ad-hoc analysis, process improvements, headcount and spend controls to optimize margins and support strategic initiatives.
Top Skills:
AnaplanChatgptCopilotGeminiExcelPowerPoint
.png){kind=logo}
Artificial Intelligence • Fintech • Software • Financial Services
Own enterprise new-logo acquisition and expansion while personally closing complex, high-value deals and carrying an individual quota. Hire, coach, and develop Enterprise AEs and SDRs; establish forecasting, pipeline, conversion, and sales operating cadences. Partner with Marketing, Product, Customer Success, Partnerships, Legal, and Finance, while presenting performance and strategic recommendations to executives and the board.
Top Skills:
ChallengerChorusCommand Of The MessageForce ManagementGongHubspotLinkedin Sales NavigatorMeddpiccOutreachSalesloftZoominfo
Artificial Intelligence • Fintech • Software • Financial Services
Own vulnerability management across endpoints, servers, and cloud infrastructure; prioritize remediation and track SLA performance. Harden AWS environments, improve identity management, investigate cloud alerts, and support application security through SAST, DAST, dependency scanning, secure code reviews, and threat modeling. Resolve security tickets, document incidents and remediation, and lead security initiatives while collaborating with engineering, IT, and compliance.
Top Skills:
AWSAws ConfigBashCloudtrailDastGuarddutyIamJIRALinearOwasp Top 10PythonQualysS3SastScaSecurity HubSnykSoc 2TenableVpcWiz
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
