Nokia · 1 week ago
Customer Care Technical Lead
1100 112th Avenue NE, Bellevue, Washington, 98004-4511, US
Full-time
Hybrid
Senior Level, Lead/Staff
$121K/yr - $225K/yr
8+ years expNokia is a global leader in connectivity for the AI era, and they are seeking a Customer Care Technical Lead (CCTL) to act as the pivotal technical liaison between customers and the Nokia Care organization. In this role, you will ensure seamless communication and resolution of complex technical issues while advocating for customer interests and driving the technical aspects of service delivery.
ElectronicsEnterprise SoftwareInternet of ThingsMobile DevicesTelecommunications
Responsibilities
Technical Interface & Advocacy: Acting as the primary technical liaison between customers and Nokia support, serving as an end-to-end technical advocate during incident management (including critical outages), and supporting the Customer Care Lead (CCL)
Network Management & Guidance: Maintaining customer network documentation, providing technical guidance for complex scenarios like telco cloud to minimize service impact, and analytically solving complex problems
Communication & Compliance: Delivering customer-facing communications on operational and technical issues, making recommendations based on technical notes, ensuring SLA compliance and KPI quality, and following up on tickets
Process Adherence & Improvement: Ensuring disaster recovery procedures are in place, adhering to change management processes, providing technical guidance for upgrades, driving automation, contributing to Design for Serviceability, and fostering knowledge management
Resource & Project Management: Validating technical task workloads, managing resource allocation, supporting Delivery to Care handovers, and providing 24x7 emergency support
Qualification
Required
A Bachelor's degree in Telecommunication, Computer Science, Engineering, or a related field is essential, with an advanced degree preferred
8+ years of extensive experience in mobile core network domains (3G/4G/5G), including design, deployment, integration, performance, optimization, and IP connectivity, with proven troubleshooting abilities
Excellent knowledge of 3GPP standards, 3G/4G/5G network architecture, protocols, and call flows (e.g., TCP/IP, Routing/Switching, Telecom/IT Network Security, DNS, Radius, LDAP, Diameter Policy Control and Charging, Unix/Linux Platforms, Virtualization & Public/Telco Cloud)
Proficiency in network management and monitoring tools
Working experience with Cloud Native, VNF/CNF, Microservices, Containers, and Virtualization Technologies (Docker, Kubernetes (K8s), Helm)
Experience with Linux & Windows, including scripting (shell, Python)
Knowledge of DevOps and CI/CD methodologies
Strong leadership, interpersonal, and team/vendor management skills
Extensive experience in customer support, utilizing helpdesk tools (e.g., Salesforce) and participating in 24/7 on-call rotations
Experience managing escalations and coordinating resources across cross-functional teams
Excellent written and spoken English communication skills, with the ability to convey complex technical ideas
Knowledge of Project Management principles and methodologies, and understanding of Customer Services concepts, tools, and processes
Proficiency in Microsoft Office applications (Excel, PowerPoint, PowerApps, PowerBI, Planner, Teams)
Preferred
Financial literacy, encompassing the ability to interpret financial statements, perform financial analysis, create budgets, and efficiently manage operational costs
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 which promotes personal growth and professional development - for your role and beyond
Company
Nokia
Nokia manufactures mobile devices, network infrastructure, and location-based technology for businesses. It is a sub-organization of Enscryb.
10001+ employees
H1B Sponsorship
Nokia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (262)
2024 (264)
2023 (259)
2022 (250)
2021 (296)
2020 (287)
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
European Investment BankNVIDIANational Telecommunications and Information Administration
2025-12-16Post Ipo Debt· $511.84M
2025-10-28Post Ipo Equity· $1B
2025-06-30Post Ipo Debt· $1.76B
Leadership Team
Justin Hotard
President and CEO
Victoria Hanrahan
Chief of Staff to the CEO
Recent News
Fierce Network
2026-01-18
2026-01-17
Company data provided by crunchbase