Technical Care Specialist

As a Technical Care Specialist, you will support customers across multiple service areas, including technical troubleshooting, account support, operations, maintenance, network design, deployment, integration, transformation, and training. Your role contributes to both revenue generation and customer satisfaction by delivering high-quality expertise throughout every phase of the service lifecycle—planning, designing, deploying, integrating, optimizing, operating, and maintaining network solutions. Through this comprehensive support, you help ensure seamless network performance, strengthen customer relationships, and enable long-term business growth.

• 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.

You have:

• 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.

It would be nice if you also had:

• 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.