Technical Support Engineer

Description

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.

About Nokia

• 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.

• Our recruitment process

• We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

• If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

• The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Requirements

• A degree in Engineering (e.g., B.E./B.Tech or equivalent), or are 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.

• 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).

• 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

Responsibilities

• Case Handling SupportHandling customer support cases and performing troubleshooting activities.

• Issue ResolutionInvestigate and resolve customer and network issues, with guidance from senior team members when needed.

• Customer CommunicationCommunicate with customers to gather information, share updates, and provide solutions or workarounds.

• Escalation SupportEscalate more complex issues to senior engineers or relevant internal teams following defined procedures.

• Emergency ManagementManage critical service disruptions or outage situations, ensuring rapid recovery for high-priority issues.

• Knowledge SharingContribute to knowledge base articles by documenting solutions and learnings from resolved cases.

• Product Feedback ContributionShare observations and feedback from customer cases with internal teams to help improve products and services.

• SLA Awareness & Reporting SupportFollow Service Level Agreements (SLAs) and track case progress to ensure timely responses and resolutions.

• Learning & DevelopmentContinuously develop technical skills and broaden knowledge in relevant areas (e.g., networking, cloud basics), supported by training and mentoring.