Customer Advocacy Engineer

The CAE leverages experience and feedback from Global Services & Support to refine customer onboarding processes, develop customer test plans for new hardware or software features, and provide hands-on support for early customer trials, demonstrations, and critical escalations. The CAE monitors customer issues post-FCS, flags key concerns for resolution or documentation by GA, and ensures high-touch customer management to drive satisfaction and adoption.

• 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 Nokia 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 Required:

• Master's Degree in Electrical/Electronics Engineering, Computer Engineering, Computer Science, Telecommunications, or a related field.
• 7+ years of experience in the job offered or related roles.
  
  

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