Job Description

The Technical Care Specialist provides 'advanced' technical and product support within Care service delivery. A global position in a 24x7 support environment with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.

• Ensure high customer satisfaction by meeting and exceeding SLA commitments.
• Perform in‑depth analysis, diagnosis, and resolution of complex issues in customer networks.
  Participate in 24×7 rotational hotline/on‑call support.
• Reproduce customer issues in lab environments when required and feasible.
• Execute expert‑level troubleshooting including system tracing, debugging, and protocol flow analysis.
• Identify, reproduce, and characterize defects; collaborate closely with R&D for permanent fixes.
• Contribute to Root Cause Analysis (RCA) reports and proactively engage with customers for network health checks and training.

You have:

• Bachelor’s Degree 7-15 years of relevant experience Cloud technologies with strong troubleshooting skills.
• Solid protocol knowledge: GPON, DSL, SIP, IGMP, IPv4/IPv6, SNMP, SNTP, DHCP, PPPoE; YANG/NETCONF, Kubernetes, Openshift
• Strong product knowledge of Nokia FN portfolio: AMS 5520, 552X applications (APC, IDM, OAD, SDC), Altiplano, Corteca.

• Proven experience in testing and supporting NMS/EMS platforms.

It would be nice if you also had:

• Exposure to handling live network issues and field outages is an advantage.
• Working knowledge of IP networking and Linux (mandatory).
• Strong analytical, problem‑solving, and customer communication skills.
• Candidates with lesser experience but strong passion for new technologies and learning mindset will also be considered.