R&D Customer Support/NPI expert

An R&D Customer Support and NPI expert in EPC and 5G Core, skilled at resolving complex customer issues through deep technical analysis and cross-functional collaboration. Plays a key role in NPI programs, guiding customers from concept to deployment in cloud-native environments. Trusted to lead escalations, improve product quality, and leverage AI for efficient, scalable Packet Core solutions.

• Conducting in-depth troubleshooting, technical analysis, and root cause analysis of customer issues. Effectively managing escalations providing comprehensive executive updates detailing the progress and resolution of critical customer cases.

• Participating in product deployments and developing comprehensive, detailed step-by-step method of procedures.

• Operating network and protocol simulators within a lab environment to replicate faulty scenarios, validate solutions, or develop effective workarounds.

• Collaborating actively with R&D engineering and product line management to address customer-reported issues. Leading technical discussions across groups, explain and provide analysis and best-solution options and contribute to decision-making, as a way forward on reported problems.

• Lead initiatives for continuous improvement, focusing on optimizing serviceability, enhancing tool effectiveness, and strengthening knowledge transfer within the team. Lead technical discussions with peers to promote the implementation of enhancements/improvements of Products SW Quality