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Nokia

Staff Technical Support Engineer

Nokia Dallas, Texas, United States · $89K–$165K/yr

Telecommunications · 1,001-5,000 employees

7 h ago
support-engineer Senior (5-10 yrs) Full-time United States
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About the role

The Technical Care Specialist provides advanced technical and product support within a 24x7 global environment, focusing on complex troubleshooting at the solution and system level. They act as a primary interface to R&D for customer problem escalation and follow-up until resolution.

What they look for

Technical support Troubleshooting Software incidents Hardware incidents Root cause analysis System level support Escalation management Service delivery Cross-cultural communication Global mindset Technical documentation Product support Stakeholder management Analytical skills Adaptability

Requirements

Candidates must have 4-6 years of relevant experience and a bachelor's degree or higher. The role requires strong technical problem-solving skills, the ability to work in a global team, and the capacity to manage complex customer incidents.

Full description

Family Description

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description

Care (CAR) comprises the support of customers (in line with contractual service agreements) and internal Nokia stakeholders in pre- and post-sales activities with technical and non-technical topics, including first level contact with customers for software and hardware incidents or requests. Ensures readiness of service delivery and covers the provision of recommendations to product houses on design for serviceability aspects. Contains escalation of key issues to appropriate functions.

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