Care Technical Customer Advocate

Job Description

We invite experienced, customer-facing professionals to apply for the Customer Technical Advocate role, where you will engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities. If you are passionate about driving technical solutions and fostering collaborative success, we encourage you to apply.

Job Description

We invite experienced, customer-facing professionals to apply for the Customer Technical Advocate role, where you will engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities. If you are passionate about driving technical solutions and fostering collaborative success, we encourage you to apply.

• Escalations for tickets customer feels are not being worked or are technically challenging to resolve
• Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to support delivery team for proper level of attention
• Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for an outage, incident, or hot issue (led by the Incident Manager in the case of outage)
• Monitor Nokia Product Alerts and inform the customer of applicable information. Assist with licensing issue(s) using ASLM
• Provide Technical Support engagement training and knowledge transfer related to case/ticket management including best practices for processes and services
• Evaluate customer networks for performance, scalability, manageability, and security.
• Configure equipment and services. Test and support networks in various stages of deployment. Provide recommendations to optimize the network operations and performance.
• Work with internal technical teams for product placement and feature improvements for reliability, availability, and serviceability.

• Bachelor’s degree in Computer Science, Computer Engineering, or a related technical field, or equivalent relevant professional experience.
• 5+ years of relevant experience with a telecommunications equipment vendor or service provider, configuring, monitoring, and troubleshooting IP/MPLS networks using protocols such as OSPF, ISIS, BGP, MPLS, and L2/L3 VPNs over MPLS.
• 5+ years of experience administering and operating network management systems.
• 3+ years of hands-on experience in Linux system administration, particularly with Red Hat and CentOS environments.
• 3+ years of experience operating and troubleshooting software applications within virtualized environments and systems.
• 3+ years of experience in automation and Operations Support Systems (OSS) integration.
• Strong knowledge of Nokia networking products and platforms, including NSP, 5620 SAM, 7x50, and related technologies.
• Excellent written and verbal communication skills, with demonstrated ability to communicate effectively with end clients and technical stakeholders.
• Nokia SRA, Cisco CCIE, Juniper JNCIE, or equivalent industry certification preferred.

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.…