Customer Care Technical Lead
Nokia
IT, Customer Service
United Kingdom
Posted on Jan 5, 2026
Join Nokia’s Customer Services team and play a key role in delivering exceptional customer experiences. You’ll act as a trusted partner, supporting customers and internal teams from pre-sales to post-sales, handling technical and non-technical requests, and ensuring seamless service delivery. Your work will help optimize networks, improve product serviceability, and keep customers connected and confident—all while growing your skills with cutting-edge technologies.
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.
The Customer Care Technical Lead (CCTL) serves as the primary technical liaison between the customer and Nokia Care organization, ensuring seamless technical support, proactive risk management, and customer advocacy. This role combines deep technical expertise with leadership to manage critical situations, drive operational excellence, and influence strategic decisions. The CCTL builds trusted advisor relationships, represents customer interests within Nokia, and provides technical guidance to deliver customer-oriented solutions
- Strong expertise in telecom networks and technical support services.
- Advanced problem-solving and analytical judgment.
- Excellent customer-facing communication, including executive-level interactions.
- Experience managing critical incidents and escalations.
- Solid understanding of network lifecycle, NPI, upgrades, and service operations.
- Strong business awareness, including commercial and tendering considerations.
- Ability to influence stakeholders across functions without direct authority.
- Recognized technical leadership and cross-functional project experience.
- Proactive, independent, and accountable in high-impact environments.
- Typically 5–8 years relevant experience or equivalent degree.
- Act as the primary technical contact for assigned customers, managing escalations and conflict resolution.
- Represent customer interests within Nokia, driving Technical Support Service (SWS) priorities.
- Lead customer communication on technical, operational, and quality topics; provide timely recommendations.
- Analyze and share release notes, alerts, and risks impacting customer networks.
- Provide technical guidance for upgrades, retrofits, and lifecycle activities.
- Support Emergency Management during outages with expert leadership.
- Maintain accurate network data and proactively monitor health and NPI activities.
- Partner with Care Program Management to ensure execution and satisfaction.
- Support tendering and commercial discussions by identifying risks and recommendations.
- Identify growth opportunities and collaborate with Sales.
- Lead or support key projects and cross-functional initiatives.
- Define and improve processes, standards, and best practices.
- Act as a senior technical leader and subject matter expert for critical customers.