R&D Customer Support/NPI expert

Nokia; Maharashtra; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Nokia is seeking an experienced R&D Customer Support and NPI expert in EPC and 5G Core to resolve complex customer issues through deep technical analysis and cross-functional collaboration. You will guide customers from concept to deployment in cloud-native environments and lead escalations to improve product quality.

Role involves working with R&D and product teams, using lab simulators, and developing SOPs for deployments.

Qualifications

• Bachelor’s degree in engineering or equivalent.
• 14+ years in software development, software testing, or customer support.
• In-depth knowledge of Evolved Packet Core (EPC) and 5G Core (5GC) products.
• Familiar with CNF/VNF concepts and cloud platforms.

Responsibilities

• Troubleshoot complex customer issues with deep technical analysis.
• Lead escalations and provide executive updates on progress and resolution.
• Participate in product deployments and develop detailed SOPs.
• Collaborate with R&D and product teams to address customer-reported issues and drive improvements.
• Lead initiatives for continuous improvement, focusing on serviceability and knowledge transfer.
• Proactively leverage AI to enhance daily operations.

Skills

EPC

5G Core

Cloud-native

CNF/VNF concepts

Kubernetes

OpenStack

VMware

Google Anthos

AWS

Troubleshooting

Escalation management

Education

Engineering degree

Tools

Containers

Kubernetes

OpenStack

VMware

Google Anthos

AWS

Job description

Job Description

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.

Job Description

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.

How You Will Contribute And What You Will Learn

• 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.

Key Skills And Experience

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.

About Us

Advancing connectivity to secure a brighter world.

Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.

Learn more about life at Nokia.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role\'s requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.