Customer Care Technical Lead
NOKIA Networks
Clyde Hill, WA
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JOB DETAILS
SALARY
$121,030–$224,770 Per Year
JOB TYPE
Full-time, Employee
SKILLS
3G (3rd Generation) Wireless, 4G (4th Generation) Wireless, Analysis Skills, Artificial Intelligence (AI), Automation, Budgeting, Change Management, Cloud Computing, Communication Skills, Computer Science, Computer Security, Continuous Deployment/Delivery, Continuous Integration, Cost Control, Cross-Functional, Customer Relations, Customer Satisfaction, Customer Service Tools, Customer Support/Service, DNS (Domain Name System), DevOps, Develop and Maintain Customers, Disaster Recovery, Docker, English Language, Financial Analysis, Financial Literacy, Financial Statements, Hardware Virtualization, Help Desk, IP (Internet Protocol), IP (Internet Protocol) Routing, Identify Issues, Incident Management, Interpersonal Skills, Knowledge Management, LDAP (Lightweight Directory Access Protocol), Leadership, Linux Operating System, Maintain Compliance, Microservices, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Windows Operating System, Network Administration/Management, Network Architecture/Engineering, Network Monitoring, Network Performance/Analysis, Network Protocols, Network Routing, Network Security, Network Switching, On Call, Operational Communications, Operational Strategy, Performance Metrics, Performance Tuning/Optimization, Power BI, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Project/Program Management, Public Cloud, Python Programming/Scripting Language, RADIUS (Remote Authentication Dial-In User Service), Resource Management, Salesforce.com, Service Delivery, Service Level Agreement (SLA), TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Leadership, Technical Writing, Telecommunications, Third Generation Partnership Project (3GPP), Unix Operating Systems, Unix Shell Programming, Vendor/Supplier Management, Virtualization, Writing Skills
LOCATION
Clyde Hill, WA
POSTED
30+ days ago
Technical Interface & Advocacy: Acting as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages), and supporting the Customer Care Lead (CCL).
Network Management & Guidance: Maintaining customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems.
Communication & Compliance: Delivering customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets.
Process Adherence & Improvement: Ensuring disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management.
Resource & Project Management: Validating technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support.
You Have:
Education & Experience: A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred. 8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities.
Technical Expertise (Core Network & Protocols): Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud). Proficiency in network management and monitoring tools.
Cloud & Virtualization: Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm). Experience with Linux & Windows, including scripting (shell, Python). Knowledge of DevOps and CI/CD methodologies.
Customer Support & Soft Skills: Strong leadership, interpersonal, and team/vendor management skills. Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations. Experience managing escalations and coordinating resources across cross-functional teams. Excellent written and spoken English communication skills, with the ability to convey complex technical ideas.
Tools & Methodologies: Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes. Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams).
It would be nice if you also had:
Financial literacy, encompassing the ability to interpret financial statements, perform financial analysis, create budgets, and efficiently manage operational costs.
Advancing connectivity to secure a brighter world.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we're advancing connectivity to secure a brighter world.
Learn more about life at Nokia.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.
If you're interested in this role but don't meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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