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Tech Stack
Tools & technologiesJavaKubernetesLinuxOpenStackPythonUnixVMware
About the role
Key responsibilities & impact- Provide advanced remote technical and product support for Nokia IP products and networks
- Troubleshoot complex customer issues at solution/system level
- Isolate issues within customer ION IP networks and guide customers on corrective actions
- Provide support via telephone or teleconference systems
- Maintain work records and Salesforce trouble tickets according to Nokia processes
- Ensure contractual metrics and SLAs are met or exceeded
- Create and maintain customer relationships and customer satisfaction
- Assist internal and external customers with network problem isolation and solution development
- Identify, document, report, and track recurring field issues through resolution
- Analyze outages, document changes and root causes, provide recovery, and communicate risks
- Perform system-level tracing, debugging, and protocol-flow analysis
- Identify and characterize defects and collaborate with R&D on fixes
- Lead resolution of complex technical situations, escalated cases, and root-cause analyses
- Provide workarounds and ensure recovery for critical outages and code-red incidents
- Create and approve knowledge articles, technical documents, and guidelines
- Communicate with customers, R&D, and third-party vendors
- Provide mentoring, training, and knowledge transfer to less experienced personnel
- Perform system-level product competency training
Requirements
What you’ll need- Bachelor’s degree / graduate equivalent degree
- Typically 1–2 years of directly related experience
- Fluency in English
- Experience working in R&D and/or customer-facing environments
- Hands-on knowledge of Linux / Unix
- Hands-on knowledge of BASH
- Hands-on knowledge of VMware/OpenStack/Container
- Hands-on knowledge of Kubernetes / k8s
- Working knowledge of Java and/or Python
- Working knowledge of IP standards, routing protocols, and the OSI model
- Working knowledge of REST API
- Ability to articulate technical issues and solutions to internal and external customers
- Self-motivated and able to work without constant oversight
- Adaptability and ability to learn new technologies, products, and processes quickly
- Accountable and open to constructive feedback
- Exceptional customer service skills and customer-first approach
- Ability to think objectively and solve problems under pressure
- Availability to work off-business hours and participate in a 24-hour on-call rotation
- Availability to travel on short notice for short-duration trips
- Good communication and public speaking skills
- Customer focus, results orientation, and customer relationship management
Benefits
Comp & perks- 24x7 support environment
- Training provided for the right candidate on Alcatel-Lucent products
- Training provided for the right candidate on Nokia IP products
- Low expected yearly travel (~5%)