Care Engineer

As a Care Specialist at Nokia, you will be a key player in our Customer Care team, dedicated to delivering exceptional support to clients and internal stakeholders in the fast-paced world of Cloud technologies. You will leverage your expertise in Kubernetes/OpenShift, Linux, and networking to diagnose and resolve incidents, ensuring a seamless customer experience. Collaborating closely with Level 3 teams and market representatives, you will take end-to-end ownership of care cases, driving performance management and delivering innovative solutions. Our work environment is dynamic and supportive, with a focus on continuous improvement and automation. You'll thrive as part of a diverse, global team, emphasizing a customer-centric approach and fostering cross-cultural collaboration. Your contributions will directly impact our success in providing outstanding service and building strong customer relationships.

• Provide expert support in Kubernetes/OpenShift, CNF, or OpenStack environments to ensure optimal service delivery.
• Act as the primary interface for customers, managing end-to-end ownership of care cases with a customer-centric approach.
• Conduct in-depth incident diagnosis and facilitate troubleshooting sessions, ensuring swift resolution of technical issues.
• Collaborate closely with Level-3 teams and Market teams to streamline care delivery and performance management.
• Participate in weekly case review meetings to assess case statuses and improve service outcomes.
• Implement process automation and simplification strategies to enhance operational efficiency in a fast-paced environment.
• Provide 24/7 on-call support for critical incidents, ensuring reliability and customer satisfaction.
• Utilize cross-cultural knowledge to effectively engage with global teams and deliver superior solutions.

You have:

• 4-6 years of relevant experience or a graduate equivalent (or higher) degree
• 8+ years of experience in customer-facing roles or Kubernetes development (less experience considered for Kubernetes profiles)
• Kubernetes/OpenShift development/testing/support expertise, or CNF support/deployment expertise, or OpenStack support/development/testing expertise
• Linux Level-3 expertise
• Basic Level-2 networking expertise
• Customer-centric approach with end-to-end ownership of care cases
• 24x7 on-call support availability
• Ability to collaborate with L3 and market teams for case governance

It would be nice if you also had:

• Management experience in a technical support environment
• Advanced skills in integrating theory and principles with organizational practices
• Cross-cultural knowledge and a global mindset

#LI-Hybrid

Come create the technology that helps the world act together

Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer

Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer

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