Technical Care Specialist

As a Technical Care Specialist, you will deliver advanced, proactive technical support for broadband and IP network solutions by diagnosing and resolving complex technical issues, collaborating closely with R&D and cross-functional teams, performing in-depth root cause analysis, documenting findings and solutions, sharing technical knowledge, optimizing network performance, and continuously improving service quality to ensure reliable operations and exceptional customer satisfaction.

• Work independently using best practices and industry knowledge to address business and technical challenges.
• Lead or contribute to small-scale technical projects with minimal risk and resource requirements.
• Assist subject matter experts with advanced troubleshooting, including system-level tracing, debugging, and protocol analysis.
• Identify, reproduce, and document defects, and collaborate closely with R&D teams to ensure timely resolution.
• Engage with customers on complex technical issues by providing effective workarounds and clear technical guidance.
• Ensure compliance with SLA timelines for escalated cases and follow emergency processes when required.
• Contribute to root cause analysis (RCA) activities and participate in the preparation of technical reports.
• Create, review, and maintain technical documentation, guidelines, and knowledge base articles to support continuous learning and efficient issue resolution.