We are seeking a highly skilled customer technical advocate (ctca) to act as a key liaison between the customer and technical teams, ensuring high-quality delivery of telecom services. The ideal candidate will bring deep expertise in core network technologies, strong troubleshooting capabilities, and proven experience in customer-facing roles. This position requires ownership of technical issues, effective communication, and proactive engagement to maintain customer satisfaction and operational excellence.
key responsibilities:
* serve as the primary technical advocate and point of contact for the customer.
* provide expert support for core network technologies, with a focus on ims-based solutions (volte, vowifi, 5g).
* troubleshoot and resolve complex issues across ip networks, cloud infrastructure, and telecom systems.
* manage and drive technical escalations, coordinating with cross-functional teams to ensure timely resolution.
* deliver clear and concise technical communication through reports, presentations, and meetings.
* support 24/7 on-call operations, including emergency response and incident handling.
* collaborate with internal and external stakeholders to ensure seamless service delivery.
* monitor system performance and proactively identify and mitigate potential risks.
* utilize network tools and analyzers to diagnose and resolve issues effectively.
required qualifications:
technical skills:
* strong expertise in mobile core network technologies, including lte, volte, vowifi, and 5g.
* deep understanding of ims (ip multimedia subsystem) architecture and solutions.
* knowledge of telco cloud environments, including vnf (virtual network functions) and cnf (cloud-native network functions).
* experience with cloud computing and orchestration tools, such as:
* kubernetes, docker, containers
* openstack
* helm, ansible
* microservices architecture
* monitoring tools like grafana
* strong understanding of network protocols, including:
* tcp/ip, routing & switching
* dns, radius, ldap
* map, diameter (policy control & charging)
* network security & network management
* advanced troubleshooting skills in ip networking, unix, and linux environments.
* experience using network analyzers and diagnostic tools.
communication & collaboration skills (mandatory):
* excellent written and verbal communication skills in english.
* strong ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
* proven customer-facing experience, preferably in telecom or network environments.
* demonstrated ability in escalation management and cross-functional coordination.
* strong leadership and stakeholder management skills.
preferred qualifications:
* experience with nokia telecom products and processes.
* knowledge of project management methodologies.
* understanding of business processes and service delivery models.