Cradlepoint is seeking a Solution Architect - Packet Core to join our SR Packet Core Sub-Domain. You will be a crucial part of our Customer Network Support (CNS) team, delivering in-service support for Cradlepoint's customers across diverse network solutions, adhering to contracted agreements and established processes. As telecom networks increasingly embrace cloud-based and virtualized infrastructure, this role is critical for navigating the complexities of modern operations, fault isolation, and customer service requests (CSRs). You will be key in ensuring our 4G/5G Cloud and Packet Core solutions are seamlessly delivered, supported, and continually optimized for performance.

What You Will Do: Key Responsibilities

Lead Fault Isolation Solution Emergency Handling: Serve as the Technical Leader during critical CSRs and network emergencies, ensuring rapid fault resolution and network recovery.
Continuous Customer Support Handover: Ensure a continuous, adaptive handover process established within the customer's change management system, evolving it from a one-time to an ongoing activity.
Develop Network Recovery Procedures: Own and enhance recovery procedures for issues like signaling storms, traffic rerouting, and other network recovery activities.
Support Product-Specific Requests: Provide technical support for product-specific CSRs when needed, contributing to a smooth, end-to-end support process.
Collaborate with Customer Operations Teams: Work on-site with customer teams, acting as the technical interface for complex network troubleshooting and recovery efforts.
Manage Solution Lifecycle: Control the lifecycle management (LCM) status of customer-specific solutions, coordinating deployment, upgrades, and corrections.
Contribute to Business Growth: Actively engage with customer networks and strategies to identify additional sales opportunities, promoting Cradlepoint's products and services.
Customer Consultation Handling: Provide solution-level consultation to customers.
On-site (Customer Office) Working: Be embedded within the customer Operations team.

The Skills You Bring: Required Qualifications

Experience: 12-15 Years of relevant experience.
Technical Expertise in Cloud and Packet Core Networks: Deep technical knowledge of Packet Core network components, including 4G/5G Packet Core, SAPC/CCPC, PCG, NRF, CCRC, SC, and cloud infrastructure.
Solution-Level Competence: Strong understanding of solution-level support that extends beyond node-based operations, including expertise in virtualization and cloud environments.
Fault Isolation & Troubleshooting: Demonstrated leadership in fault isolation, developing recovery methods, and minimizing CSR turnaround time.
Change Management: Hands-on experience in managing change control processes within customer support, especially during solution handover and deployment.
Customer-Centric Focus: Excellent customer consultation and relationship management skills, ensuring continuous engagement and satisfaction.
Business Acumen: Proven ability to identify business opportunities and promote additional Cradlepoint solutions to customers.
Network Level Competence.
Knowledge of 3GPP or any other relevant standard for your area.
Ability to learn Cradlepoint Portfolio.
Understanding of Service Delivery Process.
Proficiency in Change Management.
Negotiation and argumentation skills.
Strong presentation skills (oral and written).
Experience with Software Update Management.
Proficiency in Software Support.
Commitment to Delivering Results and Meeting Customer Expectations.

To be successful in the role, you must also demonstrate:

Excellent Communication and Relationship Management.
Proactive Problem Solving.
Adaptability and Resilience.
Technical Mastery.
Creativity and Innovation.
Excellent Customer Relationship Management skills.
Very strong personal interaction skills and good communication capabilities.

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