Senior Technical Support Engineer for Complex Issues

Nokia; Illinois; On-site; USD 90,000 - 130,000; Full time

Job summary

Nokia is seeking an experienced professional in Customer Services to support pre- and post-sales activities, ensure readiness of service delivery, and manage complex technical and non-technical topics for our customers. You will lead Root Cause Analysis, mentor staff, coordinate with R&D and third-party vendors, and drive improvements in incident handling, service quality, and customer satisfaction.

This role entails collaboration across teams and ensuring alignment with contractual service

Qualifications

• Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents.
• Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

Responsibilities

• Lead technical projects with manageable risks and small teams.
• Provide working leadership and training to less experienced personnel.
• Lead Root Cause Analysis (RCA) and deliver reports.
• Ensure SLAs are met for escalated cases.

Job description

Nokia is seeking an experienced professional in Customer Services to support pre- and post-sales activities, ensure readiness of service delivery, and manage complex technical and non-technical topics for our customers. You will lead Root Cause Analysis, mentor staff, coordinate with R&D and third-party vendors, and drive improvements in incident handling, service quality, and customer satisfaction.

This role entails collaboration across teams and ensuring alignment with contractual service