Lead customer onboarding, demos, lab certifications and escalations for new optical networking products. Drive test plans, reproduce field issues, contribute serviceability requirements, and liaise across product, support, and customers to ensure successful FCS-to-GA product introductions and adoption.
The Global NPI Engineer is responsible for collaborating with Technical Support, Product Line Management, Hardware & Software Engineering, and System Test teams to enhance customer experience, improve product quality, and ensure successful customer onboarding.
The role includes managing critical customer engagements, supporting product onboarding activities, conducting demonstrations, driving lab certifications, and handling complex customer escalations. The Global NPI Engineer contributes to the definition and implementation of Serviceability Requirements to improve product usability, operational efficiency, and overall customer experience.
In addition, the Global NPI Engineer supports the Product Lifecycle Process, guiding products from First Customer Ship (FCS) through General Availability (GA). Acting as a key liaison between customers, support organizations, and product development teams, the role helps ensure successful new product introductions, accelerated customer adoption, and continuous product improvement.
- Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption.
- Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases.
- Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met.
- Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders.
- Generate customer test plans for newly released hardware or software features to validate performance in customer environments.
- Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process.
- Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality.
- Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA.
- Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication.
- Collaborate cross-functionally with teams across regions to align on customer needs and product improvements.
- Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.
- Proven experience in customer management, onboarding, and relationship-building in technical environments.
- Prior experience with Long Haul and/or Metro Optical Networks required.
- Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials.
- Strong escalation management skills, with a track record of resolving critical customer issues effectively.
- Detail-oriented with excellent problem-solving skills, applicable to complex network scenarios.
- Prior exposure to automation (Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controller, CLI) is a plus.
- Practical knowledge of Ethernet, DWDM, client interfaces, SONET/SDH (not mandatory), and OTN network concepts & use cases.
- Knowledge of TCP/IP networking, L2/L3 routing, and switching.
- Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters.
- Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent.
- Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
- Prior system test, QA experience, or knowledge of the product development lifecycle is a plus.
- Proficiency in creating PowerPoint presentations and using Excel for customer reporting and documentation.
- Exceptional interpersonal, oral, and written communication skills to engage with customers and internal teams.
Education Requirements:
- Bachelor's/master's degree in electrical/Electronic Engineering, Computer Engineering, Computer Science,
- Telecommunications, or a related field.
- At least 7+ years of experience in the job offered or related roles.
Some of our benefits in US:
- 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
The above benefits exclude students.
Disclaimer for US/Canada
Nokia Maintains broad annual base salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, and with consideration to internal peer equity. Check the salary ranges in the job info section for this role.
All North America job posts will post for a minimum of 7 calendar days and up to 180 days or until candidate/s identified.
Similar Jobs
Consumer Web • eCommerce • Information Technology • Retail • Software • Analytics • App development
The Services Project Coordinator manages installation jobs, coordinating with customers and service providers to ensure timely project execution and issue resolution.
Top Skills:
Installation Management SystemSalesforce
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Configure and support SAP reporting within the Record-to-Report OneGL program. Build CDS views, develop/configure reporting solutions, create test scripts, troubleshoot defects, support month-end close, and collaborate with onshore/offshore teams for implementation, enhancement, and training.
Top Skills:
AbapAnalysis For OfficeCore Data Services (Cds)EclipseSap Analytics CloudWeb Intelligence
Digital Media • Information Technology • News + Entertainment
Field-based enterprise sales role responsible for developing territory strategy, prospecting and acquiring mid-market and multi-location enterprise customers, delivering face-to-face presentations, managing relationships, meeting financial targets, and coordinating with internal teams. Requires knowledge of managed services, networking technologies, and strong sales, communication, and customer-retention skills.
Top Skills:
23)Business ContinuityCustomer Premise Equipment (Cpe)CybersecurityDisaster RecoveryEthernetInternet TechnologiesLanManNetwork SecurityNetworking Protocols (Layers 1SdwanVoipVpnWanWdm
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
