Support Solution Expert

About The Team

Join a high-performing Market Area team of Packet Core Engineers, Solution Architects, and Support Solution Experts delivering advanced support services to leading communications service providers. This Solution Support Expert role has a strong Market Area Solution Architect focus and is primarily aligned to UK customers, while also providing the flexibility to support other customers across the Customer Unit and Market Area based on business and customer needs.

The Role

As a Solution Support Expert for Packet Core, with a strong Market Area Solution Architect focus, you will serve as a senior technical authority for complex Packet Core, policy, and Cloud support scenarios. Primarily aligned to UK customers, you will own critical issues from initial engagement to resolution, isolate faults across complex multi-node environments, manage high-priority Customer Service Requests, and lead emergency response for business-critical network incidents. Depending on priorities, you may also contribute to engagements for other customers across the Customer Unit and Market Area. The position requires a strong understanding of customer Packet Core environments, disciplined root cause analysis, and a continuous focus on improving network resilience, service quality, and operational readiness.

Key Responsibilities

• Provide advanced support for 5G Core, 4G EPC, Cloud Native Packet Core, and Policy solutions, including MME, SGW, PGW, AMF, SMF, and UPF, with protocol-level analysis across NSA and SA deployments.
• Investigate and resolve complex mobility, session management, traffic steering, subscriber policy, user-plane, and service issues across customer networks.
• Isolate faults across Packet Core nodes, policy platforms, cloud infrastructure, databases, interfaces, and multi-vendor systems using relevant protocol, platform, and log analysis tools.
• Support Packet Core integration, deployment, upgrade, rollback, redeployment, scaling, recovery, emergency restoration, disaster recovery, and operational readiness activities.
• Own complex Customer Service Requests from initial investigation through successful closure, ensuring timely communication, clear ownership, and effective resolution.
• Lead cross-functional recovery during critical incidents, major escalations, and network crises, coordinating SMEs, Solution Architects, operations teams, Product Development Units, Global Services, and customer stakeholders.
• Lead root cause analysis and present findings, contributing factors, corrective actions, and service improvement recommendations to customers, senior management, and executive stakeholders.
• Drive continuous improvement in Packet Core serviceability, operational resilience, customer experience, and handover quality for complex solutions moving into support.
• Monitor operational KPIs and recurring issue trends, translating insights into preventive actions, improved troubleshooting methods, recovery guidance, and measurable service improvements.
• Develop and maintain troubleshooting tools, scripts, automations, and reusable technical guidance that improve investigation quality, recovery speed, and support efficiency.
• Contribute to solution and security reviews, customer improvement analyses, and technical proposals by translating operational needs and support experience into viable recommendations.
• Build trusted relationships with customers, Customer Operations, Network Design Units, and senior stakeholders, while supporting other customer engagements across the Customer Unit and Market Area when required.
• Strengthen EMEA technical capability by delivering workshops, coaching regional teams, mentoring engineers, and sharing knowledge across the Packet Core engineering and Solution Architect community.