Technical Support Engineer - Optical Networks

In an increasingly connected world, the pandemic has highlighted just how essential telecom networks are to keeping society running.The Network Infrastructure group is at the heart of a revolution to connectivity, pushing the boundaries to deliver more and faster network capacity to people worldwide through our ambition, innovation, and technical expertise

Join Optical Networks division, where innovation meets scale in the AI-driven data center era. With the recent acquisition of Infinera, weve united two industry leaders to create an optical networking powerhousecombining cutting-edge technology with proven leadership to redefine the future of connectivity.

Infinera is now part of the Nokia Corporation and its subsidiaries. When you apply, the information you share will be handled with care and used only for recruitment purposes within the group.

The Software QA Engineer is a key member of the Regional Escalation Support (RES) Team within the Technical Assistance Center (TAC) organization. In this role, the engineer handles advanced fault isolation and troubleshooting for complex customer issues.

This position works cross-functionally with Software/Hardware Engineering, Product Line Management (PLM), Global Technical Support (GTS), and other Nokia teams to drive timely and effective resolution of issues impacting customer networks.

Key responsibilities include managing assigned escalation support requests, enhancing customer satisfaction, and delivering software solutions through defect resolution, product improvements, documentation updates, and custom solution development.

Prior experience with long haul or metro optical networks required

Practical knowledge of Ethernet, SONET/SDH, DWDM and OTN

Experience with optical test sets and solid optical troubleshooting skills using OTDR, OSA, BERT, optical power meters etc.

Hands-on testing experience with ROADM, EDFA, Raman Amplifiers and Coherent Transponders

Knowledge in TCP/IP networking, L2/L3 routing and switching is a plus

Prior system test, scripting and/or new product introduction experience required

Extensive experience with traffic generators and network protocols analysis tools

Strong problem-solving skills, applicable to large and complex network scenarios

Experience with creating Power Point presentations and Excel

Highly detail-oriented, excellent analytical and troubleshooting skills

Candidate must possess excellent inter-personal, oral and written communication skills

Investigate and troubleshoot customer issues in both Production and Lab environments

Provide root cause analysis and suggestions for corrective actions

Produce and deliver Customer facing documents that explain technically complex issues

Produce and deliver post-mortem actions to resolve issues in Customer networks

Responsible for understanding the technical aspects of the supported product releases and diagnostic logs to provide expert advice concerning any issues that may arise

Contribute to the development of Knowledge Base content

Review new release of technical documents for accuracy and completeness

Test and validate customized scripts prior to release

Develop and support sustaining Technical Notes and Field Service Bulletins to be utilized by both internal and external operators