Technical Care Specialist

Job Description

As a Technical Care Specialist, you will play a key role in providing expert-level technical support for Nokia 1830 PSS (OTN) products, ensuring optimal network performance and customer satisfaction. You will diagnose and resolve complex customer issues remotely, collaborate with global technical teams, and engage in 24x7 on-call support as needed. Your role involves troubleshooting, reproducing issues in lab environments, and leading root cause analysis, while also contributing to system testing and performance improvements. With your deep knowledge of DWDM, OTN, GMPLS, and ASON, you will drive technical leadership, mentor junior team members, and enhance customer experience. You have: Bachelors degree with 810 years of experience in EoSDH, LAN/WAN, and networking technologies. Proven expertise in supporting global TSC teams, Optical L3 Technical Expertise Centers (TEC), and Services Product Line Management (PLM). Hands-on experience with DWDM, OTN, and GMPLS technologies. Strong ability to diagnose and resolve complex customer issues remotely. It would be nice if you also had: Experience in creating and reproducing system test specifications, performance test specifications, test plans, and related documentation for product recommendations. Familiarity with simulating customer issues in a lab environment for effective troubleshooting and validation. Lead and demonstrate technical projects with manageable risks and resource requirements, or supervise and guide small teams to successful outcomes. Provide leadership, mentorship, and technical training to junior or less experienced team members. Contribute to the strategic direction of the organizational unit by sharing innovative ideas and professional insights. Apply advanced troubleshooting techniques such as system tracing, debugging, and protocol flow analysis to resolve complex technical issues. Identify, reproduce, and characterize product defects, ensuring prompt and effective collaboration with R&D teams for resolution. Lead Root Cause Analysis (RCA) initiatives, preparing and presenting comprehensive and detailed RCA reports. Support key technical activities during early product life cycle phases, including product releases, pilots, customer trials, and initial deployments. Deliver expert-level technical support for NOKIA 1830 PSS (OTN) products, ensuring high-quality service and customer satisfaction.