Technical Support Engineer

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 About Us Advancing connectivity to secure a brighter world. Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.  Learn more about life at Nokia.