Technical Care Specialist
Nokia
As a Technical Care Specialist acting as a key interface with R&D, you’ll lead issue resolution, provide expert analysis, and ensure timely case management. Your responsibilities include mentoring, creating technical documentation, supporting early product phases, and driving root cause analysis. You will play a vital role in maintaining service quality, enabling seamless customer operations, and contributing to continuous product improvement.
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.
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.
- Flexible and hybrid working schemes
- 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)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
The Technical Care Specialist provides advanced technical and product support within Care service delivery. This is a global role in a 24/7 support environment, responsible for handling complex troubleshooting cases, particularly at the solution and system levels. The Specialist also serves as the primary interface to R&D for escalating customer issues and following them through to resolution.
You have:
- Bachelor’s degree with 8–12 years of relevant experience.
- Provides Tier 2 and Tier 3 post-sales technical support for NMS products such as WS-NOC, 1353 NM, 1354 RM, OMS, and NFM-T.
- Troubleshoots and replicates customer issues in lab environments, ensuring timely updates and resolution.
- Handles assistance requests independently while meeting strict resolution and restoration KPIs.
It would be nice if you also had:
Acts as a liaison with 3rd/4th-level support for escalations and creates documentation such as RCAs, knowledge articles, FAQs, and MoPs.
Proficient in Unix/Linux systems with CLI, and experienced in Docker and Kubernetes.
Possesses strong understanding of Optical Networking (SDH, DWDM, OTN) and IP routing.
Skilled in troubleshooting Java applications, REST APIs, SNMP, and NETCONF, with working knowledge of MySQL, Oracle, Hadoop, and scripting in Shell, Perl, and Python.
- Delivers advanced troubleshooting using system tracing, debugging, and protocol analysis.
- Identifies, reproduces, and escalates complex defects to R&D for resolution.
- Leads technical issue resolution during upgrades, audits, and network changes.
- Mentors and trains junior team members, sharing technical knowledge and best practices.
- Ensures SLA compliance for escalated cases and drives root cause analysis (RCA).
- Supports early product phases, including trials and pilot deployments.
- Creates and reviews technical documentation and knowledge articles.
- Collaborates with customers, R&D, and vendors to resolve critical and complex issues.