Technical Care Specialist
Nokia · Posted Nov 5
Mobile and fixed network infrastructure, IP routing, cloud, and telecommunications technology services
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About the role
Nokia's customer support organization provides technical expertise across the service lifecycle—planning, designing, deploying, integrating, optimizing, operating, and maintaining network solutions. The Technical Care Specialist role focuses on IP networking products and Level 2 technical support, helping customers resolve complex issues and ensuring reliable network performance. The role works closely with Pre-Sales, Product Support, and other cross-functional teams to improve customer satisfaction and support processes.
What you will do
- Provide Level 2 technical support for IP products by troubleshooting, debugging, and resolving complex customer issues using advanced technical expertise.
- Handle customer complaints professionally, ensuring timely resolutions and escalating critical issues to senior engineers or management when needed.
- Maintain comprehensive knowledge of IP products, including features, functionalities, and technical specifications.
- Create and update technical documentation—such as knowledge base articles—to support internal teams and customers.
- Collaborate closely with cross-functional teams, including Pre-Sales and Product Support, to ensure a seamless and high-quality customer experience.
- Collect customer feedback and recommend process improvements to enhance technical support efficiency and overall customer satisfaction.
- Document customer interactions, issue resolutions, and performance metrics, ensuring accurate reporting of key performance indicators (KPIs).
- Stay informed on product roadmaps, new technologies, and feature updates to maintain strong technical expertise and proactively support customers.
Skills used in this role
What the employer is looking for
- Bachelor’s degree in Engineering with 5 to 8 years of relevant work experience.
- Strong technical background in IP networking, protocols, and technologies, particularly with Nokia IP SR/SSR products (SR family devices such as 7750, 7210, 7250, and 7220).
- Familiarity with IP networking protocols, including MPLS, TCP/IP, DNS, DHCP, and others.
- Experience using technical support tools and ticketing systems, such as Salesforce.
Preferred qualifications
- Exposure to outages and critical issues, with the ability to engage the appropriate resources and anticipate customer escalations.
- Experience contributing to Root Cause Analysis (RCA) and creating detailed reports.
- Proficiency with network troubleshooting tools such as Wireshark and Tcpdump.
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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