Location: Poland, Kraków (hybrid mode)
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.
Your responsibilities
Case Handling Support
Handling customer support cases and performing troubleshooting activities.
Issue Resolution
Investigate and resolve customer and network issues, with guidance from senior team members when needed.
Customer Communication
Communicate with customers to gather information, share updates, and provide solutions or workarounds.
Escalation Support
Escalate more complex issues to senior engineers or relevant internal teams following defined procedures.
Emergency Management
Manage critical service disruptions or outage situations, ensuring rapid recovery for high-priority issues.
Knowledge Sharing
Contribute to knowledge base articles by documenting solutions and learnings from resolved cases.
Product Feedback Contribution
Share observations and feedback from customer cases with internal teams to help improve products and services.
SLA Awareness & Reporting Support
Follow Service Level Agreements (SLAs) and track case progress to ensure timely responses and resolutions.
Learning & Development
Continuously develop technical skills and broaden knowledge in relevant areas (e.g.,networking, cloud basics), supported by training and mentoring.
Your skills and experience
You have:
A degree in Engineering (e.g., B.E./B.Tech or equivalent)/or finishing studies/in the early stages of your career, with an interest in the telecom domain.
Experience in the telecom domain and knowledge of 3GPP wireless protocols (GSM, UMTS, LTE, 5G).
Solid working knowledge of Linux and networking concepts (e.g., TCP/IP), networking and system-level troubleshooting skills. Exposure to scripting (e.g., Shell) or databases (e.g., MySQL, PostgreSQL) is highly beneficial.
Basic awareness or academic exposure to cloud and modern technologies such as containers or microservices (e.g., Docker, Kubernetes), or a strong interest in learning these areas.
Good communication and interpersonal skills, with the ability to work collaboratively in a team and interact with customers in a supportive and professional manner.
A proactive attitude, curiosity, and motivation to learn new technologies and develop technical skills.
It would be nice if you also had:
Exposure to telecom networks or system operations. Experience in 2G/3G/4G/5G
network design/troubleshooting, including Radio Access Network (RAN)
equipment and multi-vendor OSS. Experience with analysis of wireless
network Key Performance Indicators (KPIs),
Understanding of data analysis or interest in learning concepts related to data, automation, or AI/ML.
Familiarity with programming or scripting languages (e.g., Python or Java).
More information
Some of our benefits in Poland:
Flexible working arrangements to support work–life balance
Health and well-being support – private medical care for you and your family,
life insurance, mental health programs, and employee resource groups
A minimum of 90 days of Maternity and Paternity Leave based on eligibility
Meal and lifestyle perks – Lunch Pass (monthly meal subsidy), Nokia Social Fund (sport card, cinema tickets, loans)
Volunteering – two paid days per year for community or charitable activities
Career growth & mobility – technical career path, job rotation, and domestic relocation support
Continuous learning – mentorship programs, digital learning platforms and tools
Annual bonus – based on individual and company performance
Pension scheme (PPE) – available after 36 months of continuous employment
Car benefit – the eligibility for a company car is based on employee’s job grade
