Care Technical Customer Advocate

About the role

We invite experienced, customer-facing professionals to engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities.

Responsibilities

• Handle escalations for tickets customers feel are not being worked or are technically challenging to resolve.
• Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to the support delivery team for proper level of attention.
• Prepare Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for outages, incidents, or hot issues (led by the Incident Manager in the case of outage).
• Monitor Nokia Product Alerts and inform the customer of applicable information.
• Assist with licensing issues using ASLM.
• Provide Technical Support engagement training and knowledge transfer related to case/ticket management, including best practices for processes and services.
• Evaluate customer networks for performance, scalability, manageability, and security.
• Configure equipment and services.
• Test and support networks in various stages of deployment.
• Provide recommendations to optimize network operations and performance.
• Work with internal technical teams for product placement and feature improvements for reliability, availability, and serviceability.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field, or equivalent relevant professional experience.
• 5+ years of relevant experience with a telecommunications equipment vendor or service provider, configuring, monitoring, and troubleshooting IP/MPLS networks using protocols such as OSPF, ISIS, BGP, MPLS, and L2/L3 VPNs over MPLS.
• 5+ years of experience administering and operating network management systems.
• 3+ years of hands-on experience in Linux system administration, particularly with Red Hat and CentOS environments.
• 3+ years of experience operating and troubleshooting software applications within virtualized environments and systems.
• 3+ years of experience in automation and Operations Support Systems (OSS) integration.
• Strong knowledge of Nokia networking products and platforms, including NSP, 5620 SAM, 7x50, and related technologies.
• Excellent written and verbal communication skills, with demonstrated ability to communicate effectively with end clients and technical stakeholders.
• Nokia SRA, Cisco CCIE, Juniper JNCIE, or equivalent industry certification preferred.

About Us

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile, and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

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

The above benefits exclude students.