Ip Technical Support Engineer jobs at Nokia in Brazil

You will play a key role in the NI Care delivery Americas IP Organization, reporting directly to the NI Care Manager- Brazil, being part of IP Care Delivery team in Brazil.

You will be recognized and acknowledged as a Subject Matter Expert across the broad IP Networks product portfolio, combining deep technical expertise and proficiency together with the highest-level of soft-skills, to deal the most challenging IPN technical issues across the region.

• Provide L2 remote technical support on internal & external service requests.
• Being part of technical support engineers who provide CTS/CTA functions:
  • Provide 24x7 Incident Management for customers in Brazil
  • Manage customer experience during outage
  • Provide assistance and escalation support to TAC during outage
  • Ensure outage data in SF is accurate for TL9000 and internal reporting
  • Assist with ticket follow-up through restoral/resolution/closure
  • Coordinate and deliver RCA reports to Customers
  • Lead Customer escalation management
  • Lead customer ticket review meetings to ensure SLAs are met
  • Analyze and deliver service delivery performance reports
  • Ticket/Hot Issue management and prioritization
  • Assist support teams with customer network knowledge/language translation
  • New customer orientation (support portal) and readiness for support (i.e. remote access, processes)
• Manage and mitigate "end to end" risks on customer Service Level Agreements (SLAs) while maintaining high level of customer satisfaction.
• Analyse Technical Support activities and provide recommendations for continuous improvements.
• Interact and communicate with the Customers, when required.
• Promote and support the usage of the various tools developed by SBU NI Care team and others, to drive case efficiency & service excellence.
• Ensure all Global Processes are well communicated and adhered to by the team.
• Develop trust and maintain good relationships with customers and partners.
• Build, Strengthen and Maintain key relationships with the broader Care community in the region eg. NI Care Delivery Country / Cluster Leaders, Program Office, Business Office etc.
• Build, Strengthen and Maintain key relationships with the various PU (L3 TEC and R&D) communities and leadership to ensure the highest levels of collaboration and teamwork focussed on Service Delivery goals & objectives.
• Build, Strengthen and Manage key relationships and stakeholders within the RBC / BC Community across the region, balancing the needs & demands of our customers and the RBC / BC, with the committed SLAs and the capabilities / capacity of the IPN L2 Care RDC.

• Degree in Computer science, information technology, network engineering, or Telecommunications engineering.
• Around 5-9 years recognised and acknowledged subject matter expertise across the broad IP Networks product portfolio, combining deep knowledge of theory and years of applied practical experience.
• Excellent interpersonal, networking and customer & internal stakeholder management skills with proven application in current/past roles.
• At Least advanced English skills.

It would be nice if you also had:

• A thorough understanding of the Care Business, from Pre-sales / Business development through to Post-sales implementation, with a knowledge of tendering on Services / maintenance requirements.
• Good understanding, knowledge and appreciation of other parts of the NI Business outside of IP Networks ie. Optical Networks and Fixed Networks, to work on cross-NI issues and potential business opportunities and efficiencies.
• Good understanding, knowledge and appreciation of other parts of the Services Business ie. Professional Services, Deployment Services and so on, to identify and enable cross-SBU business opportunities.

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark

We are seeking a hands-on Senior Research Engineer to drive innovation in AI, industrial automation, advanced networking, and digital twin technologies. This role requires practical experience in designing, prototyping, and deploying AI-driven solutions in real-world industrial settings, with a strong focus on proof-of-concept (PoC) development and field validation.

• Design and implement AI, machine learning, and automation solutions tailored for mining and oil & gas operations.
• Develop and deploy predictive maintenance, asset optimization, and real-time decision-making AI models for industrial applications.
• Interact with the broader Bell Labs research community to collaborate on joint projects, leverage cutting-edge research, and contribute to cross-industry innovation.
• Build and integrate digital twins with live IoT sensor data, simulation models, and AI-driven analytics.
• Optimize AI processing for edge computing devices, ensuring real-time performance in harsh industrial conditions.
• Conduct hands-on experiments and field trials to validate AI and automation technologies.
• Understand industrial networking solutions (5G private networks, TSN, LPWAN, MQTT, Modbus, OPC-UA) to support mission-critical applications.
• Oversee R&D lab operations, equipment setup, and PoC execution.
• Work closely with engineering and product teams to transition prototypes into full-scale production solutions.
• Ensure compliance with industrial safety, cybersecurity, and mission-critical reliability standards.
• Publish research findings and technical reports, contributing to CDM’s innovation roadmap.
• Stay ahead of emerging technologies in AI, high-performance computing, industrial automation, and edge networking.
• Be curious and ready to learn everyday!
  

• Master’s or PhD in Computer Science, Electrical Engineering, AI, or a related field.
• 5+ years of hands-on experience in AI, industrial automation, robotics, or networking in real-world settings.
• Strong programming expertise in Python, C++, Java, or Rust for AI/ML, automation, and embedded systems.
• Experience with real-time AI processing, industrial IoT sensors, and SCADA system integration.
• Proficiency in building, deploying, and testing AI models for predictive maintenance and process automation.
• Hands-on experience with PoC development, prototyping, and field validation of AI and networking solutions.
• Expertise in edge AI deployment (NVIDIA Jetson, TensorRT, OpenVINO, TPUs, FPGAs).
• Proven track record of published research and/or patents in AI, automation, networking, industrial applications, or areas relevant to CDM
• Knowledge of industrial networking protocols (e.g., MQTT, Modbus, OPC-UA, TSN, DDS, LTE/5G private networks).
• Experience with advanced networking and their application in industrial and mission-critical networking environments.
• Experience managing R&D infrastructures, industrial test environments, and field trials.

Preferred Qualifications:

• Direct field experience in mining, oil & gas, or industrial automation R&D.
• Demonstrated success in deploying AI-driven automation solutions in industrial environments.
• Prior work on real-time AI applications for mission-critical systems.
• Knowledge of government-funded research programs, innovation grants, and technology transfer.

Soft Skills:

• Strong problem-solving mindset, with the ability to troubleshoot real-world AI deployment challenges.
• Hands-on approach to experimentation, prototyping, and industrial solution development.
• Ability to collaborate across teams, from research to engineering and field deployment.
• Strong communication skills for presenting findings to stakeholders, partners, and research communities.
• Passion for advancing AI-driven industrial transformation through practical applications.

Nokia has received the following recognitions for its commitment to inclusion & equality:

• One of the World’s Most Ethical Companies by Ethisphere
• Gender-Equality Index by Bloomberg
• Workplace Pride Global Benchmark