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.
