Your main responsibility will be to provide advanced product support as Care support for Charging, focusing primarily on Nokia Converged Charging with an emphasis on CNF, and also supporting Surepay, Nokia's other charging solution. Primary support will be for Verizon, with additional support for other NAM customers. This role involves providing 24x7 support based on a rota, working directly with customers and Nokia R&D to troubleshoot and resolve complex issues. You will be responsible for the end-to-end resolution of trouble tickets raised by customers.

 

How You Will Contribute and What You Will Learn:

Provide comprehensive remote technical support for Nokia Converged Charging (NCC) and Surepay products. Work closely with Nokia internal stakeholders (R&D, 4LS, NLT, PLM, and LDO/Market teams) and customers, fostering strong relationships with both customer teams and end customers. Collaborate with global charging care support teams to share best practices, generate innovative ideas for improvements, and implement these best practices.  Participate in a 24x7 rota to ensure continuous customer support.  Create and approve knowledge management articles, and provide training, mentoring, and guidance to the team as needed.

You have:

Over 10 years of experience in a relevant technical field, providing support for customer technical issues. Expertise in creating Root Cause Analysis reports for critical issues to present to customers.

It would be nice if you also had:

Deep expertise in container-based technologies, including Kubernetes. Significant experience in managing customer emergencies and outages within a 24x7 rota.
 

Key Skills and Experience:

Bachelor’s degree or equivalent experience in Computer Science, Telecommunications, or a related field.  At least 5 years of experience in the Charging domain (4G and 5G) or a closely related field. Proficient in telecom protocols such as Diameter (Gx, Gy, Sy, Rx), SOAP, N40, and N28, with strong debugging skills.  Solid knowledge of cloud and container technologies. Proven track record in providing technical support in the Charging domain or related areas, especially in high-pressure environments focused on minimizing customer impact and enhancing customer satisfaction. Expertise in managing key Care KPIs such as backlog, customer feedback, SLAs, and timely resolution of issues.