Technical Care Specialist

As a Technical Care Specialist, you will deliver advanced, proactive technical support for broadband and IP network solutions by diagnosing and resolving complex technical issues, collaborating closely with R&D and cross-functional teams, performing in-depth root cause analysis, documenting findings and solutions, sharing technical knowledge, optimizing network performance, and continuously improving service quality to ensure reliable operations and exceptional customer satisfaction.

• Work independently using best practices and industry knowledge to address business and technical challenges.
• Lead or contribute to small-scale technical projects with minimal risk and resource requirements.
• Assist subject matter experts with advanced troubleshooting, including system-level tracing, debugging, and protocol analysis.
• Identify, reproduce, and document defects, and collaborate closely with R&D teams to ensure timely resolution.
• Engage with customers on complex technical issues by providing effective workarounds and clear technical guidance.
• Ensure compliance with SLA timelines for escalated cases and follow emergency processes when required.
• Contribute to root cause analysis (RCA) activities and participate in the preparation of technical reports.
• Create, review, and maintain technical documentation, guidelines, and knowledge base articles to support continuous learning and efficient issue resolution.

You have:

• Bachelor’s degree in Engineering with 5 to 8 years of relevant work experience.

• Strong understanding of broadband access technologies, including GPON, XGS-PON, SD-WAN, FWA, and related solutions.

• Solid knowledge of IP networking (IPv4/IPv6) and protocols such as SIP, IGMP, SNMP, SNTP, DHCP, PPPoE, and ERPS.

• Hands-on experience in troubleshooting, diagnostics, and root cause analysis (RCA) within live customer environments.

• Proficiency in UNIX/Linux systems and the use of network and system analysis support tools.

It would be nice if you also had:

• Excellent analytical, communication, and customer-focused skills, with the ability to perform effectively under pressure in 24×7 support environments.

• Basic programming or scripting knowledge in Python, Java, and JavaScript, with familiarity in SQL/MariaDB and web technologies.

• Experience with Nokia products such as Lightspan, Altiplano (SD-WAN), ISAM 7302/7330/7360, and management systems including 5520 AMS, 5529 APC, IDM, OAD, SDC, and NA 5530.