R&D Customer Support/NPI expert
Nokia · Posted Oct 6
Mobile and fixed network infrastructure, IP routing, cloud, and telecommunications technology services
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About the role
Nokia's Packet Core R&D organization works on EPC and 5G Core solutions, guiding customers from concept to deployment in cloud-native environments and in NPI programs. The team resolves complex customer issues through deep technical analysis and cross-functional collaboration with R&D engineering and product line management. This role leads escalations, performs root cause analysis, develops methods of procedure and lab validations, and leverages AI to improve product quality and serviceability of Packet Core solutions.
What you will do
- Conducting in-depth troubleshooting, technical analysis, and root cause analysis of customer issues. Effectively managing escalations providing comprehensive executive updates detailing the progress and resolution of critical customer cases.
- Participating in product deployments and developing comprehensive, detailed step-by-step method of procedures.
- Operating network and protocol simulators within a lab environment to replicate faulty scenarios, validate solutions, or develop effective workarounds.
- Collaborating actively with R&D engineering and product line management to address customer-reported issues. Leading technical discussions across groups, explain and provide analysis and best-solution options and contribute to decision-making, as a way forward on reported problems.
- Lead initiatives for continuous improvement, focusing on optimizing serviceability, enhancing tool effectiveness, and strengthening knowledge transfer within the team. Lead technical discussions with peers to promote the implementation of enhancements/improvements of Products SW Quality
- Proactively leveraging Artificial Intelligence (AI) to enhance daily operational efficiency and effectiveness.
Skills used in this role
What the employer is looking for
- Bachelor’s degree in engineering or an equivalent qualification with 14+ years of experience in Software Development, Software Testing, or Customer Support is essential.
- In-depth knowledge of Evolved Packet Core (EPC) and 5G Core (5GC) products.
- Demonstrated understanding of Cloud-Native Network Functions (CNF) and Virtualized Network Functions (VNF) principles.
- Familiar with virtualization and cloud platforms such as Containers, Kubernetes, OpenStack, VMware, Google Anthos, and AWS.
Preferred qualifications
- Excellent verbal and written communication skills in English are mandatory
- Familiarity with Artificial Intelligence (AI) tools.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Nokia
Nokia Corporation is a multinational telecommunications, information technology, and network equipment provider that delivers critical infrastructure solutions across mobile, fixed, and cloud networks. Known for its historical roots and ongoing global presence in connectivity, the company enables advanced network automation, AI-optimized data center infrastructure, and 5G/6G technology for communications service providers and enterprises worldwide.
- Industry
- Telecommunications
- Company size
- 78005 employees
- Founded
- 1865-05-12
- Location
- Espoo, Finland
- Funding stage
- Public Company
Leadership
President and Chief Executive Officer (CEO)
Chief Financial Officer
Chief Technology and AI Officer
President of Network Infrastructure
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