IP 4th level support and test engineer
Within R&D our focus is on customer issues that are escalated through the 2nd and 3rd level support organization. As such we have the role of 4th level customer support engineers.
We have a lot of interaction between Antwerp, California, Ottawa, Bangalore & the UK as our test and development environment is shared. In light of a rapidly growing customer base spread all over the world, the R&D support team is looking for an additional 4th level support engineer in Sunnyvale, CA. You will have the possibility to grow towards a L2/L3 IP network expert and as such become a key player within the IP division.
- Debug and resolve customer issues after they’ve been filtered by the 2nd and 3rd level support organizations.
- Interfaces to R&D, 3rd level support team, account teams, business units and customers for technical consultation and customer support concerns.
- Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives.
- Perform on-site product adaptations or enhancements to installed products.
- Maintain problem status and problem resolution records.
- Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability.
- Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA.
- Generate release notes and update the Customer Service and Support Problem tracking database.
Education level and experience:
- Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience
Expertise and skills:
- Personal commitment towards quality.
- Solution and customer oriented.
- Autonomous and result driven, able to closely cooperate with team members that are located in Sunnyvale CA, Antwerp, Bangalore and Ottawa.
- A fluent knowledge of spoken and written English is a must.
- A proven aptitude for methodical problem solving, very good communication skills, a strong attention to detail and the ability to work well in a close-knit team
Desired Qualifications:
- Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP, MPLS, LDP, RSVP-TE, SR).
- Knowledge of Virtual Private Network (VPRN, VPLS, EVPN, VLL).
- Good understanding of Quality of Service in IP networks.
- Background in TCP/IP network testing and troubleshooting
- Scripting or programming skills (C, Perl, Golang, Python) in a Unix or Windows environment.
- Familiarity with virtualization (KVM, VMWare), containers (Docker, Containerd) and Kubernetes.
- Network Security and Management (AAA, TACACS, RADIUS, IPsec, SNMP, SSH, YANG, NETCONF, GNMI).
- Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.).
- Preferred working experience with 7750 SR OS, 7220/7250 SR Linux and EDA.
- Experience and interest in working in a customer support role and environment is preferred.
- Familiarity with Tier-1/2/3 network architecture, operation and support.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- 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
Skills Required
- Telecommunications/Electronic/SW/Computer Engineering degree or equivalent through experience
- Fluent knowledge of spoken and written English
- Knowledge of IP routing protocols, VPNs, QoS, TCP/IP network testing, scripting/programming in C, Perl, Golang, Python
- Experience in customer support roles
- Familiarity with networking test tools
Nokia Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nokia and has not been reviewed or approved by Nokia.
-
Equity Value & Accessibility — Equity programs include a global employee share purchase plan with company matching and multi‑year share awards. These mechanisms broaden participation and tie rewards to long‑term outcomes.
-
Healthcare Strength — Health coverage includes major medical plans with supplementary options such as vision, legal services, and care navigation. The range of offerings indicates comprehensive support for medical needs.
-
Parental & Family Support — A global policy grants paid leave for new parents regardless of gender and provides structured return‑to‑work support. Company‑paid life insurance further strengthens family protection across regions.
Nokia Insights
What We Do
At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable and inclusive world.
