View More Jobs Staff Technical Support Engineer United States (Hybrid)  Family Description Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases. Subfamily Description Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions. Your responsibilities 

• Works effectively in a mixed environment and uses best practices and knowledge of internal or external business issues to improve products or services.
• Uses advanced analytical skills to solve complex problems or problems that do not have routine solutions and takes a new perspective.
• Shares initial ideas for professional direction of own organisational unit.
• Acts as a professional advisor and mentor for staff / workteam / taskforces.
• May lead technical projects with manageable risks and resource requirements or small teams.
• Provides working leadership and training to less experienced personnel.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identifies, reproduces and characterises defects and collaborates promptly with R D teams for fixes.
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi-vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
• Interacts with customer for complex cases, providing workarounds, etc.
• Ensures SLAs are met for escalated cases.
• Leads the Root Causes Analysis (RCA) analysis and report creation.
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.
• Supports technical activities in early product phases (releases, pilots, trials and early projects).
• Creates and approves knowledge articles (author, reviewer, approver, coach).
• Communicates internally and externally with customers, R D and 3rd party vendors.
• Creates technical documents and guidelines.
• May work as a key user for care tools.
• Performs system level product competence training and knowledge transfer across team.

Your skills and experience  Impact Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution Individual Contributor:

Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations.

Managerial/Supervisory:

Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions. Innovation Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations. Communication Works to influence others to accept job function's view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.

Has cross-cultural knowledge and global mindset Knowledge & Experience Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree. At Nokia, we want every candidate to be able to perform their best. If you need any adjustments or support during the recruitment process, please let us know. All requests are treated confidentially. Apply Now Job Info Job Category Customer Services Posting Date 09/01/2026 Degree Level Bachelor's degree Job Schedule Full time Job Type Experienced Job Identification 37864 Will

NSA/CAPS

approval be required? (E.g., accessing a US Customer Network?) Yes,Ensure NSA Vetting+ Drug Test (US) is completed during onboarding Role Type Individual contributor Laptop - support with ordering needed Yes Salary Range USD 89k- !65k

• Plus, potential variable/compensation for eligible roles Experience level Experienced Locations 3201 Olympus Boulevard, Dallas, Texas, 75019-4520, US 600 March Road, Ottawa, Ontario, K2K 2E6, CA (Hybrid)

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Nokia embraces the strategic use of Artificial Intelligence (AI) within our recruiting process to enhance the candidate experience and significantly improve our operational efficiencies. By leveraging AI-powered tools, we aim to create a more responsive and equitable journey for all applicants. Concurrently, we advocate for the intelligent, ethical, and safe use of AI by candidates and applicants when preparing and submitting their applications for our roles. This includes ensuring that any AI-generated content is thoroughly reviewed for accuracy, originality, and relevance, and that its use aligns with principles of transparency and integrity. Our goal is to foster a recruitment environment that benefits from technological advancements while upholding fairness, authenticity, and human oversight.