Provides advanced technical support for optical products in a 24/7 environment. Troubleshoots complex system-level issues, develops solutions, escalates critical customer problems to R&D, and coordinates cross-functional resolutions. Maintains product expertise, documents support activity, identifies process improvements, and trains junior team members. The role includes periodic on-call duties and requires strong communication, analytical problem-solving, customer service, and adaptability.
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.
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Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
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- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
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