Nokia · 7 hours ago
Optical Customer Success Engineer
Sunnyvale, CA
Full-time
Onsite
Senior Level
7+ years expNokia is committed to innovation and technology leadership across mobile, fixed and cloud networks, and they are seeking an Optical Customer Success Engineer to provide expert support to customers. The role involves fostering customer relationships, acting as a liaison for services and support, and ensuring a high level of customer satisfaction through proactive engagement and technical assistance.
ElectronicsEnterprise SoftwareInternet of ThingsMobile DevicesTelecommunications
Responsibilities
Thoughtfully cultivate and foster customer relationships, developing an in-depth understanding of the customer at both company and individual levels, including operational, engineering, and management personnel
Serve as the single point of contact and liaison between customer and Infinera services and support
Responsible for the facilitation of 'White Glove' Customer Service and Support Delivery
Become the customers 'Voice', including real time capture of feedback, customer performance metrics, representing and advocating for assigned customer within Infinera
Document and operationalize a methodical and proactive customer specific play book comprised of a customer journey map, a success and communication plan, a customer specific de-escalation process and a methodical pre-defined/scheduled engagement plan
Identify, track, and facilitate continuous improvement for key customer metrics, eliminating risk of churn or customer dis-satisfaction
Develop custom reporting for customer programs including services performance, product quality, overall customer health
Drive customer growth leveraged by proven & documented positive customer outcomes
Onboard new customer personnel ensuring a thorough understanding of the pre-defined journey, product and features, introduction of key Infinera personnel, and collaborative finalization of the play book
Partner with engineering, PLM, and presales teams during New Product/Services Introduction to provide programmatic level support, ensuring a smooth transition to professional services and services and support. Work with pre-production teams to assist customer in early Time To Value (TTV) and optimal Product / Feature adoption
Qualification
Required
7+ years past experience with Customer Success and support, in the networking industry and possess a strong knowledge of Long-haul, Metro, Access and Mobile technologies
Experience supporting content providers is a plus
Ideal candidate must be self-motivated, and goal oriented with a proven track record in White Glove delivery of services and support and customer onboarding
Experience with Salesforce CRM, including ability to create internal and customer facing reports and graphs
The candidate must also be comfortable in the dynamic atmosphere of a technical sales organization
Must possess persuasive communication skills and be able to communicate professionally in written responses to emails, customer inquiries, and when submitting reports to the customer, both at operational and engineering levels
A B.S. level degree preferred, however candidates with demonstrable technical & customer service depth will also be considered
Professional certification in Customer Success a plus
Benefits
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
Company
Nokia
Nokia manufactures mobile devices, network infrastructure, and location-based technology for businesses. It is a sub-organization of Enscryb.
10001+ employees
H1B Sponsorship
Nokia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (262)
2024 (264)
2023 (259)
2022 (250)
2021 (296)
2020 (287)
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
European Investment BankNVIDIANational Telecommunications and Information Administration
2025-12-16Post Ipo Debt· $511.84M
2025-10-28Post Ipo Equity· $1B
2025-06-30Post Ipo Debt· $1.76B
Leadership Team
Justin Hotard
President and CEO
Victoria Hanrahan
Chief of Staff to the CEO
Recent News
IEEE Spectrum
2025-12-29
2025-12-26
Company data provided by crunchbase