Care Engineer

Nokia; Coppell (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Nokia is seeking a Care Engineer to help ensure the seamless operation of IP Telephony solutions. You will troubleshoot, perform root-cause analysis, and provide emergency support while collaborating with cross-functional teams.

With a strong technical background and excellent communication, you will mentor junior staff, perform health checks, and share knowledge through articles and a knowledge base.

Qualifications

• Bachelor's degree in computer science, engineering, or related field is essential.
• At least 3 years in technical support or customer-facing roles, preferably in telecom.
• In-depth IP Telephony knowledge and hands-on experience with Nokia TAS/MRF and SBC technologies; Kubernetes is a plus.

Responsibilities

• Provide technical support to customers focusing on IP Telephony and Nokia TAS/MRF and SBC technologies.
• Troubleshoot and resolve complex issues; conduct root-cause analysis and preventive measures.
• Collaborate with cross-functional teams to ensure smooth integration and performance.
• Document knowledge and contribute to knowledge base articles; participate in emergency support rotations.
• Mentor junior team members and stay updated on industry trends.

Skills

IP Telephony

Troubleshooting

Communication skills

Customer-facing experience

Education

Bachelor's degree in computer science, Engineering, or related field

Tools

Kubernetes

Container technologies

Nokia TAS/MRF

Session Border Controller

Cisco Certification

Juniper Certification

Job description

Job Description

As a Care Engineer, you will play a crucial role in ensuring the seamless operation of our IP Telephony solutions. Your expertise will be utilized to troubleshoot and resolve complex issues, conduct root-cause analysis, and collaborate with cross-functional teams. This role demands a strong technical background, excellent communication skills, and the ability to provide emergency support.

How You Will Contribute And What You Will Learn

• Provide technical support and guidance to customers, focusing on IP Telephony and Nokia TAS/ MRF and Session Border Controller technologies.
• Troubleshoot and resolve complex issues, leveraging Kubernetes and container technologies for efficient problem-solving.
• Conduct thorough root-cause analysis and implement preventive measures to enhance system stability.
• Collaborate with diverse teams to ensure smooth integration and optimal performance of IP Telephony systems.
• Document and share knowledge through knowledge base articles, fostering a culture of knowledge sharing.
• Stay updated with industry trends, especially in IP Telephony and Nokia TAS/ MRF and Session Border Controller technologies, to provide cutting-edge support.
• Participate in emergency support rotations, ensuring round-the-clock coverage for critical issues.
• Conduct regular performance reviews and health checks to identify and address potential bottlenecks.
• Mentor and train junior team members, promoting a culture of continuous learning and growth.

Key Skills And Experience

• Bachelor's degree in computer science, Engineering, or a related field is essential.
• A minimum of 3 years of experience in technical support or customer-facing roles, preferably in telecommunications.
• In-depth knowledge and hands-on experience with IP Telephony, Nokia TAS/ MRF and Session Border Controller technologies, Kubernetes, and container technologies.
• Strong troubleshooting and problem-solving skills, with the ability to analyze and resolve complex issues.
• Excellent communication and interpersonal skills for effective collaboration with customers and internal teams.
• Willingness to work in a dynamic, fast-paced environment, adapting to changing priorities and challenges.
• Ability to work independently, manage multiple tasks, and prioritize effectively.
• Familiarity with industry-standard tools and protocols for IP Telephony support is an advantage.
• Certifications in relevant technologies, such as Cisco or Juniper, are highly preferred.
• A passion for continuous learning and staying updated with the latest advancements in the field.