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.

• 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.

You have:

• 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.

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