Technical Care Specialist

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. #LI-Hybrid - 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...