Technical Care Specialist

Job Description

Technical Care Specialist delivers end-to-end support across technical, account, operational, and network domains covering planning, design, deployment, integration, optimization, and maintenance to drive revenue and enhance customer satisfaction and focuses on supporting customers and internal stakeholders before and after sales, managing incidents, service readiness, and escalations, while also providing feedback to improve serviceability. You have: Bachelor's degree 8-12 years of relevant experience in technical support or a related role. Strong background in IP networking protocols (MPLS, TCP/IP, DNS, DHCP, etc.). Knowledge of Nokia IP SR/SSR products, including models like 7750, 7210, 7250, and 7220. Experience with network troubleshooting tools such as Wireshark and TCP dump. Excellent communication skills, both verbal and written, and the ability to work collaboratively with customers and cross-functional teams. It would be nice if you also had: Familiarity with cloud-based technologies and experience with technical support tools and ticketing systems (e.g., Salesforce). Strong problem-solving ability with a focus on technical issues and the ability to think critically under pressure. Customer CommunicationYoull enhance your communication skills while serving as the main point of contact for customers, handling escalations, and providing updates. Advanced TroubleshootingYoull gain expertise in troubleshooting complex technical issues, applying advanced methods such as protocol flow analysis and system-level tracing. Collaboration & TeamworkYou will work closely with cross-functional teams, gaining insights into various aspects of pre-sales, product support, and customer service. Product KnowledgeBy working directly with IP products like Nokias SR/SSR series, you will deepen your understanding of advanced networking protocols and technologies. Process ImprovementYour feedback will help drive process improvements, contributing to better service delivery and higher customer satisfaction. Continuous LearningStay ahead in the industry by learning about the latest technologies, product updates, and customer roadmaps.