Care Engineer
Nokia
Portugal
Posted on Dec 4, 2025
As a Customer Support Specialist at Nokia, you will be instrumental in providing 24/7 support for complex network products and services. Your main responsibilities include troubleshooting technical issues, collaborating with both internal teams and third-party vendors, and ensuring compliance with service level agreements. You will build strong relationships with customers through effective case management while creating knowledge management articles to enhance processes. Your role will also involve mentoring junior team members and continuously improving performance metrics to elevate customer satisfaction, contributing to Nokia's commitment to delivering innovative telecommunications solutions.
Advancing connectivity to secure a brighter world.
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.
About the Business Group
In Cloud and Network Services, as Nokia's growth engine, we create value for communication service providers and enterprise customers by leading the transition to cloud-native software and as-a-service delivery models. Our inclusive team of dreamers, doers and disruptors push the limits from impossible to possible.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
Some of our benefits in Portugal:
- Flexible working arrangements and additional flex benefits to support work–life balance
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Medical and life insurance plan, plus paid sick leave for added security
- Meal allowance to support daily needs
- Car allowance based on eligibility
- Well-being programs to support your mental and physical health
- Opportunities to engage with Nokia Employee Resource Groups (NERGs), as well as access to mentors, coaches, and Employee Growth Solutions
- A learning culture that promotes continuous personal and professional growth – for your role and beyond
As a Customer Support Specialist at Nokia, you will thrive in a collaborative and inclusive team environment, working alongside seasoned professionals passionate about technology and customer service. Your role allows you to directly impact customer experience, driving solutions in a stimulative atmosphere where innovation and continuous learning are encouraged. Expect flexible work options, as well as opportunities for professional development through mentorship and training programs. With a focus on work-life balance, you will enjoy competitive compensation, comprehensive health benefits, and wellness initiatives. Join us to be part of a team that is committed to enhancing connectivity and shaping the future of telecommunications.
Must-Have:
- Engineer degree in Telecommunication, Computer, Software, Electrical Engineering, Information Technology, or Computer Science.
- Fluent English skills for effective communication and presentations.
- Understanding of Mobile Networks, IP Networks, and Linux operating systems.
- Experience with Implementation, Integration, and Operations & Maintenance of Telecommunications Products.
- Strong knowledge of Mobile Core Telco protocols and call flows.
Nice-To-Have:
- Experience in Case Handling, including Emergency Support activities.
- Familiarity with VMWare, OpenStack, Kubernetes, CBIS, CBAM, and NCS.
- Experience with Subscriber Data Management systems such as HSS or UDM.
- Knowledge of Protocol Analyzer Tools like Wireshark or Tektronics.
#LI-Hybrid
- Provide 24x7 support for complex network products, ensuring adherence to Service Level Agreements (SLAs).
- Troubleshoot and resolve technical issues while maintaining high service quality and customer confidentiality.
- Collaborate with internal teams and third-party vendors to escalate and efficiently resolve complex issues.
- Build and maintain strong customer relationships through effective case management and regular follow-ups.
- Create and update knowledge management articles to improve support processes and documentation.
- Mentor and provide guidance to junior team members, promoting collaboration and knowledge sharing.
- Monitor performance metrics and recommend improvements to enhance customer satisfaction and support operations.
- Stay informed about Nokia’s evolving product portfolio to provide knowledgeable support and contribute to team development.