Care Technical Customer Advocate

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.
  

You have:

• 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.