Provide 24/7 advanced technical support for optical products, troubleshoot complex system-level issues, escalate and liaise with R&D to drive resolutions, document support activities, train junior staff, and collaborate cross-functionally to improve processes and customer satisfaction. Periodic on-call duties required.
The Sr. Technical Optical Support Engineer This role is integral to our 24/7 support system, ensuring our customers receive timely and accurate assistance. Your primary focus will be on complex troubleshooting, offering advanced solutions and system-level expertise. Additionally, you will act as a vital link to our R&D team, escalating customer issues and driving resolutions.
Responsibilities- Provide advanced technical support and product expertise to customers, ensuring a high level of satisfaction.
- Troubleshoot complex issues and offer innovative solutions, often at the system level.
- Act as the primary interface between customers and R&D, escalating and following up on critical customer problems.
- Maintain a thorough understanding of Nokia's products and services, staying updated with the latest advancements.
- Collaborate with cross-functional teams to ensure a seamless support experience for customers.
- Document and report on support activities, providing valuable insights for process improvements.
- Offer training and guidance to less experienced team members, fostering a culture of knowledge sharing.
- Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
- Periodically take on-call duties, providing 24/7 support coverage as required.
- A bachelor's degree in Computer Science, Engineering, or a related field is preferred.
- Minimum 3 years of experience in a technical support role, with a proven track record of success.
- Excellent problem-solving skills and the ability to think critically and creatively.
- Strong communication skills, both written and verbal, with the ability to explain complex concepts simply.
- A customer-centric approach, with a focus on delivering exceptional support and building strong relationships.
- Proficiency in relevant software and tools used for technical support and troubleshooting.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- Analytical mindset with a keen eye for detail, ensuring accurate issue identification and resolution.
- Willingness to continuously learn and adapt to new technologies and support methodologies.
- Flexibility to work in a 24/7 support environment, including periodic on-call duties.
Similar Jobs
Software
Provide advanced, system-level technical support for optical products, troubleshoot complex customer issues, escalate to R&D, document activities, train junior staff, and participate in 24/7 on-call rotations to ensure high customer satisfaction.
Top Skills:
Nokia ProductsOptical Systems
Financial Services
Manage a portfolio of 100-130 small business clients, deliver tailored business banking and cash-management solutions, identify credit opportunities up to ~$500K, cultivate new client relationships through in-person meetings, collaborate with internal partners, and follow risk-management and regulatory protocols.
Top Skills:
ExcelMicrosoft OutlookMicrosoft PowerpointMicrosoft WordMS Office
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Handle inbound and warm sales leads remotely, consult customers on insurance needs, recommend Property & Casualty coverages, close policies, complete paid training and obtain required license, and meet schedule and performance expectations.
Top Skills:
PcWired High-Speed Internet (100 Mbps Download / 20 Mbps Upload)
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
