Care Engineer

Nokia • Artificial Intelligence • Cybersecurity • On-call duty • Bachelor's Degree • Python • 1 day ago
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Nokia

Nokia is a Finnish telecommunications equipment company founded in 1865 as a paper mill, which became the world's largest mobile phone maker in the 1990s before selling that business to Microsoft in 2014. It now supplies network infrastructure to operators and enterprises, covering radio access equipment for mobile networks, optical and IP routing for transport networks, fixed broadband access, and a technologies division that licenses its cellular patent portfolio. Headquartered in Espoo and listed in Helsinki and New York, it runs Nokia Bell Labs as its research arm and has been expanding into data centre networking as operator spending has slowed.
nokia.com • HQ: Espoo, Finland • Artificial Intelligence • Cybersecurity • Network Equipment • Telecom Infrastructure • Mobile Networks • Telecommunications • 5000+ employees • Est. 1865

As a Care Engineer, you will act as the primary technical interface for customers and Customer Teams (CTs), driving timely resolution of technical issues across Kubernetes/OpenShift, CNF, or OpenStack environments. You will be responsible for end-to-end case ownership, incident diagnosis, log analysis, troubleshooting coordination, and ensuring effective delivery-to-care operations while maintaining high customer satisfaction.

  • Provide customer-centric technical support for Care cases and critical customer issues and own end-to-end case lifecycle and drive timely resolution through effective stakeholder management.
  • Act as the primary interface between customers, Customer Teams (CTs), Market Teams, and L3 Engineering.
  • Perform incident analysis, health checks, log collection, and troubleshooting activities and facilitate technical troubleshooting sessions between customers and L3 teams.
  • Ensure regular governance and communication for assigned customer cases and participate in weekly case review meetings with Market and L3 teams.
  • Support Major Escalations (ME), Emergency Management Escalations (EME), and critical incidents and drive Delivery-to-Care (D2C) activities and service readiness processes.
  • Identify opportunities for automation, process simplification, and operational improvements and contribute to knowledge sharing and reuse of proven solutions.
  • Provide on-call support and participate in 24x7 critical incident management activities.

You have:

  • Bachelor’s degree in Computer Science, IT, Telecommunications, or a related field, with 8+ years of experience in Technical Support, Cloud Operations, or Customer Support.
  • Hands-on expertise in Kubernetes/OpenShift, CNF, and/or OpenStack development, deployment, testing, or support.
  • Strong Linux L3 administration and troubleshooting skills, with working knowledge of L2/L3 networking.
  • Proven experience handling customer escalations, critical incidents, and high-priority technical issues.
  • Experience with monitoring and observability tools such as Prometheus, Grafana, and ELK, with knowledge of ITIL, Incident/Problem Management, and telecom cloud solutions.

Nice to have:

  • Knowledge of Docker, Helm, CI/CD, Git, DevOps, and scripting/automation using Python, Shell, or Ansible.
  • Willingness to provide 24x7 critical incident and on-call support, including EME support.
  • Strong analytical, problem-solving, troubleshooting, communication, and customer-facing skills.
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