Care Engineer
Nokia
Family Description
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.
Subfamily Description
Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.
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.
The Technical Care Specialist provides 'advanced' technical and product support within Care service delivery. A global position in a 24x7 support environment with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.
Must-Have:
- 8-10 years of experience in a technical support or engineering role
- Proficiency in troubleshooting methods including system level tracing and protocol flow analysis
- Experience working with R&D teams for defect resolution
- Experience with Linux Administration and Server commissioning
- Strong communication skills for customer interactions and escalations
- Ability to create technical documents and knowledge articles
- Working knowledge of databases including Postgres, Oracle, MySQL or Informix.
Nice-To-Have:
- Experience leading small technical projects
- Familiarity with Root Cause Analysis (RCA) methodologies
- Knowledge of emergent process requirements
- Proficient in scripting (Python/Shell) and log analysis tools (Wireshark)
- Exposure to cross-cultural teams and global operations
- Ability to raise innovative ideas within the team
- Work independently within established guidelines to address business issues and apply best practices.
- Translate strategic concepts into actionable measures for your organizational unit.
- Lead small technical projects with manageable risks and resource needs.
- Assist experts in troubleshooting through system level tracing, debugging, and protocol flow analysis.
- Identify, reproduce, and characterize defects while collaborating with R&D for timely resolutions.
- Engage with customers on complex cases, providing effective workarounds and solutions.
- Ensure Service Level Agreements (SLAs) are met for escalated cases and contribute to Root Cause Analysis (RCA).
- Create and review knowledge articles, technical documents, and guidelines to enhance team competencies.
- Creates technical documents and guidelines.
- Develops competencies on products and solutions.