About this opportunity:
We are looking for a Solution Architect (Support) to join our Customer Support organization and deliver high-quality support services for Packet Core networks. In this role, you will identify and resolve complex network issues, guide technical investigations, and ensure network stability through advanced troubleshooting and strong solution ownership. You will drive Customer Service Requests (CSRs), coordinate activities across support functions, and provide technical leadership during major incidents, emergency handling, and crisis situations. The role requires strong knowledge of customer networks, operational processes, and Packet Core technologies, combined with the ability to work effectively with customers and global cross-functional teams.
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What you will do:
- Own and drive complex Customer Service Requests (CSRs) from initiation to closure, ensuring effective coordination and customer satisfaction.
- Lead complex Packet Core network and node investigations, troubleshooting technical issues and identifying root causes.
- Develop and coordinate solutions to restore and maintain network stability.
- Provide technical leadership during major incidents, emergency handling, customer escalations, and crisis situations.
- Take end-to-end ownership of assigned solutions throughout investigation, resolution, and service improvement.
- Build strong customer relationships by understanding their network environment, priorities, and operational requirements.
- Collaborate with engineers and cross-functional teams to share knowledge and improve troubleshooting efficiency.
- Identify product, process, and service improvements and translate technical findings into clear requirements.
- Identify potential business opportunities arising from customer requirements and operational challenges.
- Escalate recurring problems, process deficiencies, and operational irregularities to relevant stakeholders.
- Create and maintain known solutions and technical knowledge articles.
- Apply relevant Solution Management and global support processes.
The skills you bring:
- Bachelor’s or master’s degree in Telecommunications, IT, Computer Science, or a related field.
- 10+ years of relevant telecommunications experience, with extensive Packet Core support, integration, or operations expertise.
- Strong troubleshooting, fault-finding, root-cause analysis, and problem-solving skills.
- Excellent understanding of Packet Core architecture, EPC, call flows, session management, and mobility management.
- Strong understanding of surrounding domains, including Circuit-Switched Core, IMS, and RAN.
- Strong Packet Core product knowledge, particularly EPG, SGSN-MME, PCC/PCG, PCRF (SAPC/CCPC), and DNS/IPWorks.
- Excellent knowledge of virtualization and cloud technologies, including cloud-native environments, OpenStack, Kubernetes, and Docker.
- Excellent knowledge of UNIX/Linux operating systems.
- Strong IP networking knowledge, including routing, protocols, network design, and troubleshooting.
- Experience with hardware/software installation, configuration, migration, and upgrades.
- Experience with First Office Application (FOA), Proof of Concept (PoC), or similar customer validation activities.
- Knowledge of PROPS-C or similar support/service-management frameworks.
- Ability to lead technical teams during complex investigations and critical customer situations.
- Strong communication, presentation, collaboration, and customer-facing consulting skills.
- Ability to work under pressure and align technical solutions with customer and business priorities.
Why join?
You´ll have an outstanding opportunity to use your skills and imagination to push the boundaries of what´s possible. This role allows you to build solutions never seen before to tackle some of the world’s toughest problems. You will be challenged, but you won’t be alone. You´ll be part of a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
Primary country and city: Nigeria (NG) || Lagos
Req ID: 791328
