Job Description & Skill Requirement:

 

 

 

 

Location: Remote (LAT America region)

Working Hours:

Monday-Friday, 8 am - 5 pm (Mountain Standard Time) 8 hours/day (may extend beyond 8 hours in case of emergency/critical/escalation incidents)

Responsibilities:

Act as the primary technical liaison between the customer and Nokia Care organization for technical support activities. Review support tickets, manage product deployment, patch updates, and software upgrades. Handle emergency, critical cases, and escalation incidents related to customer networks. Assist the support team in escalating issues to R&D and expedite resolutions as needed. Prepare and present support ticket performance graphs to the customer in quarterly review meetings (QRR).

Travel and Living Expenses:

Reasonable travel and living expenses incurred at Nokia’s request must be pre-approved by a Nokia manager.

Required Skills and Competencies:

Proficiency in English, both spoken and written, relevant to the CTCA services scope. Working knowledge and experience with the design, deployment, and support of core networks for mobile telecommunications, including LTE/VoLTE/VoWiFi/5GC networks, Telco/Public Cloud (CNF and VNF), and IP connectivity. Excellent knowledge of network technologies, call flows, and protocols, including TCP/IP, routing/switching, network security, network management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, and Radius. Experience with CFX, NTAS, HSS, CSD, NCS, NCOM, NCD, Radisys MRF, and AAA (knowledge of Nokia products is a plus). Ability to communicate complex technical ideas and arguments effectively in writing, presentations, and face-to-face meetings. Experience in a customer support environment, including participation in 24/7 emergency on-call support. Experience in escalation management across cross-functional teams (e.g., Technical Support, Services, Sales, Product Development) and coordinating resources to resolve problems. Knowledge and experience in project management, business understanding, and development. Experience with IMS and Kubernetes is a must.