R&D Customer Support/NPI expert
An R&D Customer Support and NPI expert in EPC and 5G Core, skilled at resolving complex customer issues through deep technical analysis and cross-functional collaboration. Plays a key role in NPI programs, guiding customers from concept to deployment in cloud-native environments. Trusted to lead escalations, improve product quality, and leverage AI for efficient, scalable Packet Core solutions.
Conducting in-depth troubleshooting, technical analysis, and root cause analysis of customer issues. Effectively managing escalations providing comprehensive executive updates detailing the progress and resolution of critical customer cases.
Participating in product deployments and developing comprehensive, detailed step-by-step method of procedures.
Operating network and protocol simulators within a lab environment to replicate faulty scenarios, validate solutions, or develop effective workarounds.
Collaborating actively with R&D engineering and product line management to address customer-reported issues. Leading technical discussions across groups, explain and provide analysis and best-solution options and contribute to decision-making, as a way forward on reported problems.
Lead initiatives for continuous improvement, focusing on optimizing serviceability, enhancing tool effectiveness, and strengthening knowledge transfer within the team. Lead technical discussions with peers to promote the implementation of enhancements/improvements of Products SW Quality
Proactively leveraging Artificial Intelligence (AI) to enhance daily operational efficiency and effectiveness.
You have:
- Bachelor’s degree in engineering or an equivalent qualification with 14+ years of experience in Software Development, Software Testing, or Customer Support is essential.
- In-depth knowledge of Evolved Packet Core (EPC) and 5G Core (5GC) products.
- Demonstrated understanding of Cloud-Native Network Functions (CNF) and Virtualized Network Functions (VNF) principles.
- Familiar with virtualization and cloud platforms such as Containers, Kubernetes, OpenStack, VMware, Google Anthos, and AWS.
It would be nice if you also had:
- Excellent verbal and written communication skills in English are mandatory
- Familiarity with Artificial Intelligence (AI) tools.