Job Description

The Technical Care Specialist provides advanced technical and product support within Care service delivery. This is a global role in a 24x7 support environment, responsible for complex troubleshooting cases at the solution and system level. The role serves as the primary interface with R&D for customer escalations and ensures full follow-up until resolution.

• Apply best practices and advanced analytical skills to solve complex, system‑level technical issues and improve service quality.
• Lead or support technical troubleshooting, including tracing, debugging, defect reproduction, and coordination with R&D for issue resolution.
• Manage complex situations such as upgrades, audits, equipment swaps, network expansions, multi‑vendor challenges, testing activities, and performance optimization.
• Provide customer-facing support for advanced cases, ensure SLA compliance, lead RCA activities, and support emergency recovery for critical outages.
• Contribute to early product phases (releases, pilots, trials) and produce knowledge articles, technical documentation, and operational guidelines.
• Mentor and train team members, deliver product competence sessions, act as a key user for Care tools, and communicate effectively with customers, R&D, and vendors.

• Advanced technical troubleshooting skills at system and solution level (tracing, debugging, protocol analysis).
• Strong analytical and problem‑solving abilities for complex, non‑routine technical issues.
• Experience collaborating with R&D, including defect identification, reproduction, and follow‑up to resolution.
• Proven ability to manage complex technical scenarios (upgrades, audits, network expansions, multi‑vendor issues, performance optimization).
• Customer‑focused mindset with experience supporting high‑severity cases, SLAs, and RCA activities.
• Strong communication skills; able to work effectively with customers, internal teams, R&D, and vendors in a global environment.
• Ability to create technical documentation, guidelines, and knowledge articles.
• Experience mentoring, training, and supporting knowledge transfer within technical teams.
• Typically 4–6 years of relevant technical support, engineering, or product support experience.

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