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. 

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