Technical Support Engineer

Job description

Location: Poland, Kraków Come and join us as a Technical Support Engineer in the NMSON Technical Support team! We're a part of Global Services Delivery and we serve as the expert technical interface between Nokia customers, Services Project-Delivery, and R&D. The team's core responsibility involves diagnosing, reproducing, and resolving in-field NM/SON software and hardware issues, escalating complex problems or software bugs to R&D as needed. Success in this role demands a motivated self-starter with strong customer service, technical problem-solving skills, and an embrace of challenges. You-Have: - Oversee and manage the technical delivery of case-handling, including planning, execution, and automation of customer service activities. - Resolve Complex Issues. Apply advanced analytical skills to diagnose and resolve complex customer and network problems, including multi-vendor issues and performance improvements. - Customer Interaction & Escalation. Interact directly with customers on complex cases, provide workarounds, and manage escalations to R&D, PLM, and other stakeholders. - Emergency Management. Manage critical emergency and outage situations, ensuring rapid recovery for hi...