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.
Similar Jobs
.png)
Food • Software
Own ChowNow’s business development function by identifying, evaluating, negotiating, and launching strategic partnerships. Build scalable partner frameworks, source revenue and customer acquisition opportunities, manage partner relationships, evaluate new markets, and align initiatives with sales, product, marketing, finance, legal, and engineering teams. The role requires technical fluency with APIs, commercial modeling, negotiation, and periodic travel to conferences, partner locations, and company headquarters.
Top Skills:
APIsPos Integrations
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Provides technical support for production radiology systems affecting patient care. Responsibilities include responding to support calls, managing a 20–30 case ticket backlog, documenting incidents, troubleshooting Windows, network, server, hardware, storage, and Oracle database issues, and coordinating with internal teams to resolve customer cases. The role is Canada-based and includes weekday shifts beginning between 5:00 and 9:30 a.m. PST, plus an on-call rotation.
Top Skills:
Active DirectoryCC#C++Enterprise HardwareLanOracle DatabasesPacsPowershellPythonRisStorage SystemsTcp/IpWanWindowsWindows Command LineWindows ServerWindows Workstations
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Lead the technical design and delivery of banking features at Cash App, collaborating across teams, driving architecture improvements, and mentoring engineers.
Top Skills:
AWSDatadogDynamoDBGrpcGuiceHibernateHTTPJavaJettyJSONJunitKafkaKotlinMySQLOkhttpPrometheusProtocol BuffersSignalfx
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
