Technical Support Engineer

Nokia

Technical Support Engineer responsible for providing 24/7 technical support for NMS products. Collaborating with teams to ensure customer satisfaction and timely issue resolution.

Posted 7/29/2026full-timeNaucalpan De Juarez • 🇲🇽 MexicoMid-LevelSenior💰 $88,400 - $144,586 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for Network Management Systems and Optics technology, ensuring effective troubleshooting and customer satisfaction. Proficient in documentation practices and adherence to ISO27001 standards while managing outages and customer relationships.

Highest-signal resume keywords

Technical Support ExperienceNetwork Management SystemsOptics TechnologyProblem-Solving SkillsISO27001 Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingPreventative MaintenanceDocumentation ManagementOutage ManagementCustomer Relationship ManagementKnowledge Management ToolsAnalytical SkillsNetwork EngineeringCustomer Engineering

Soft Skills

Strong Communication SkillsInterpersonal SkillsCustomer-Centric ApproachProactive AttitudeAdaptability

Tools & Technologies

SalesforceNMS ProductsKnowledge Management Tools

Industry Keywords

ISO27001NPITechnical Support LevelsOutage DocumentationRoot Cause Analysis

About the role

Key responsibilities & impact

Provide 24/7/365 technical support for NMS products, ensuring timely and accurate troubleshooting and resolution of customer issues.
Diagnose and perform corrective or preventative maintenance actions, escalating to higher support levels as needed.
Maintain and update Salesforce and outage documentation, contributing to and reviewing upgrade guides and procedural documentation.
Build and nurture strong customer relationships, ensuring high satisfaction through SLA-compliant services.
Act as an 'Outage Manager', identifying and managing the impact of outages and changes to customer networks.
Ensure comprehensive documentation of outage situations, meeting contractual root cause review obligations.
Provide effective and pragmatic recovery solutions, managing risks and communicating them to relevant stakeholders.
Supply input to and utilize knowledge management tools, sharing knowledge proactively within the team.
Adequately document all troubles for tracking and learning purposes, collaborating with internal resources to resolve technical issues.
Interface with the product business division (Level 3/TEC) to ensure seamless support and knowledge transfer.

Requirements

What you’ll need

A degree in Computer Science or a related field is preferred, or equivalent practical experience in a technical support role.
Experience in Optics technology, Network Management Systems, and Technical Support (2LS/3LS) is an asset.
Familiarity with NPI/Customer Engineering domain is advantageous.
Excellent problem-solving and analytical skills, with a customer-centric approach.
Strong communication and interpersonal skills, including English proficiency, with the ability to build rapport and manage customer expectations.
A proactive and self-motivated attitude, with a willingness to learn and adapt to new technologies.
Ability to work independently and manage multiple tasks in a fast-paced environment.
5% travel may be required for this role.
Adherence to ISO27001 information handling and safeguarding best practices is mandatory.

Benefits

Comp & perks

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