Customer Support Expert Engineer

Within Customer Support (CS), Radio Network Support (RNS) team is actively involved in product testing & troubleshooting activities during introduction of new release of software (SW) or new hardware (HW) to new or existing customers of Nokia and in some cases even in commercial deployment phase.

• contributes to test strategy and write test cases for our customers (regression and/or new features)
• tests plan dry run on the internal lab platforms prior to go on site
• detailed technical investigations for open cases and follow up
• ensure test cases exit criteria are met in the new product validation scope -to reproduce within our own laboratory the behavior in case of issues encountered, whenever when is not possible within the customer’s premises
• To ensure the readiness of the other teams involved in the process via transfer of the troubleshooting methodology through Knowledge Transfer Session.
• To perform analysis of the issues based on the internal traces of the equipment using Nokia internal tools or 3rd party tools
• To elaborate solutions and workarounds for avoiding the product issues without software modification when possible