Technical Care Specialist

The Technical Care Specialist supports customers across technical support, operations, maintenance, network activities, and training, contributing to revenue growth and customer satisfaction throughout service lifecycle phases and stakeholders per service agreements, acting as the first contact for software and hardware issues, ensuring service readiness, advising product teams on serviceability, and escalating key issues as needed.

• Works independently within broad guidelines, applying best practices and business knowledge.

• Translates strategic concepts into actionable measures for the organization.

• Leads small technical projects with limited risk and resource needs.

• Supports experts in advanced troubleshooting, including system tracing, debugging, and protocol analysis.

• Identifies, reproduces, and analyzes defects, collaborating quickly with R&D for resolution.

• Handles complex customer cases, providing workarounds and ensuring SLA compliance.

• Contributes to root-cause analysis, reports, and emergency process responsibilities when required.

• Creates knowledge articles, technical documents, and guidelines while continuously developing product and solution expertise.