About this role
Technical Care Specialist
India
Hybrid
The Technical Care Specialist supports customers across technical support, operations, maintenance, network activities, and training, contributing to revenue growth and customer satisfaction throughout service lifecycle phases and stakeholders per service agreements, acting as the first contact for software and hardware issues, ensuring service readiness, advising product teams on serviceability, and escalating key issues as needed.
Your responsibilities
- Works independently within broad guidelines, applying best practices and business knowledge.
- Translates strategic concepts into actionable measures for the organization.
- Leads small technical projects with limited risk and resource needs.
- Supports experts in advanced troubleshooting, including system tracing, debugging, and protocol analysis.
- Identifies, reproduces, and analyzes defects, collaborating quickly with R&D for resolution.
- Handles complex customer cases, providing workarounds and ensuring SLA compliance.
- Contributes to root-cause analysis, reports, and emergency process responsibilities when required.
- Creates knowledge articles, technical documents, and guidelines while continuously developing product and solution expertise.
Your skills and experience
You have:
- Bachelor’s Degree with 8 to 10 Years of Experience in SDH and basic LAN/WAN/Networking concepts.
- Provide technical support for Nokia 1830 PSS (OTN) products, diagnosing and resolving customer issues remotely or on-site when required.
- Ensure customer satisfaction by meeting SLA commitments and maintaining strong customer focus.
- Reproduce customer issues in lab environments and analyze test specifications to support product recommendations.
It would be nice if you also had:
- Coordinate with product experts and global TSC, Optics L3 TEC, Services PLM, and other Nokia teams to ensure high-quality service delivery.
- Participate in 24×7 hotline rotation, managing incident handling, escalation, and resolution.
- Drive improvement initiatives, share technical leadership with peers, and engage in proactive customer training or network health checks.
- Apply strong expertise in DWDM, OTN, and GMPLS while working effectively in cross-functional, multicultural teams.
More information
Some of our benefits:
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment