Care Technical Customer Advocate

NOKIA; Dallas (TX); On-site; USD 120,000 - 190,000; Full time

Job summary

Nokia is seeking an experienced Customer Technical Advocate to engage with customers, solutions teams, and systems engineering. The role requires hands-on NSP administration, network optimization, and strong customer communication to advance automation capabilities.

Ideal candidates bring 5+ years in telecom environments, expertise with IP/MPLS networks, Linux administration, virtualization, and OSS integration, plus Nokia product knowledge.

Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or related technical field, or equivalent professional experience.
• 5+ years in telecom equipment vendor or service provider; configuring, monitoring, and troubleshooting IP/MPLS networks (OSPF, ISIS, BGP, MPLS, L2/L3 VPNs).
• 3+ years Linux system administration (Red Hat/CentOS).
• 3+ years operating/troubleshooting software in virtualized environments.
• 3+ years OSS integration experience.
• Strong knowledge of Nokia networking products incl. NSP, 5620 SAM, 7x50.
• Nokia SRA, Cisco CCIE, Juniper JNCIE or equivalent preferred.

Responsibilities

• Escalate tickets if customer feels not being worked or technically challenging to resolve.
• Ensure tickets have proper Severity/Priority and communicate to delivery team for attention.
• Lead Outage Service Failure Reports (SFR) and RCA requests.
• Monitor Nokia Product Alerts and assist with licensing issues via ASLM.
• Provide technical support engagement training and knowledge transfer for case/ticket management.
• Evaluate customer networks for performance, scalability, security.
• Configure equipment and services; test and support networks in deployment stages; optimize operations.
• Collaborate with internal teams for product placement and feature improvements.

Skills

IP/MPLS

OSPF

ISIS

BGP

MPLS

L2/L3 VPN

Linux admin

Virtualization

OSS integration

Nokia NSP

Communication

Education

Bachelor's degree in CS/CE or related field

Tools

Nokia NSP

5620 SAM/7x50

Job description

We invite experienced, customer-facing professionals to apply for the Customer Technical Advocate role, where you will engage consultatively with our customers, solutions, marketing, and systems engineering teams. This position requires hands-on expertise in administering and operating the Nokia NSP product, coupled with a strong desire to help our customers advance their automation capabilities. If you are passionate about driving technical solutions and fostering collaborative success.

• Escalations for tickets customer feels are not being worked or are technically challenging to resolve
• Ensure customer support cases have been assigned appropriate Severity/Priority and communicate to support delivery team for proper level of attention
• Outage Service Failure Reports (SFR) and Root Cause Analysis (RCA) requests for an outage, incident, or hot issue (led by the Incident Manager in the case of outage)
• Monitor Nokia Product Alerts and inform the customer of applicable information. Assist with licensing issue(s) using ASLM
• Provide Technical Support engagement training and knowledge transfer related to case/ticket management including best practices for processes and services
• Evaluate customer networks for performance, scalability, manageability, and security.
• Configure equipment and services. Test and support networks in various stages of deployment. Provide recommendations to optimize the network operations and performance.
• Work with internal technical teams for product placement and feature improvements for reliability, availability, and serviceability.

You have:

• Bachelor's degree in Computer Science, Computer Engineering, or a related technical field, or equivalent relevant professional experience.
• 5+ years of relevant experience with a telecommunications equipment vendor or service provider, configuring, monitoring, and troubleshooting IP/MPLS networks using protocols such as OSPF, ISIS, BGP, MPLS, and L2/L3 VPNs over MPLS.
• 5+ years of experience administering and operating network management systems.
• 3+ years of hands-on experience in Linux system administration, particularly with Red Hat and CentOS environments.
• 3+ years of experience operating and troubleshooting software applications within virtualized environments and systems.
• 3+ years of experience in automation and Operations Support Systems (OSS) integration.
• Strong knowledge of Nokia networking products and platforms, including NSP, 5620 SAM, 7x50, and related technologies.
• Excellent written and verbal communication skills, with demonstrated ability to communicate effectively with end clients and technical stakeholders.
• Nokia SRA, Cisco CCIE, Juniper JNCIE, or equivalent industry certification preferred.

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.

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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.

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.