Care Technical Customer Advocate

As a Care Technical Customer Advocate, you will act as the primary technical interface between customers and internal teams, ensuring effective issue resolution, service assurance, and operational excellence. Leveraging expertise in virtualization, cloud, SDN, fixed access, and automation, you will support network performance, upgrades, and compliance while driving customer satisfaction and continuous improvement.

• Strong understanding of Virtualized Network Functions (VNFs) and Cloud Computing concepts, including platforms such as OpenStack, VMware, and hypervisor technologies.
• Knowledge of Fixed Access Systems, including xPON, FTTx, CPE, Wi-Fi 6, FWA, and IP concepts.
• Familiarity with Software-Defined Networking (SDN), SDAN, and automation.
• Experience in Service Assurance, OAM Testing, and Reporting.
• Strong skills in issue analysis, Root Cause Analysis (RCA), and risk reporting.
• Proficiency in network management, change management, and software upgrades.
• Python scripting is an added advantage.
• Experience in performance reporting for SLA/KPI compliance.

Qualifications

You have:

• Bachelor's degree in with 12- 15 years of Experience.
• Manage overall technical relationships with customers and internal service, delivery, and R&D teams.
• Act as a key liaison between customers and internal teams, ensuring seamless technical communication and collaboration.
• Analyze technical issues, communicate findings to customers, and escalate unresolved problems to backend teams for in-depth investigation.
• Manage difficult situations and conflicts while providing clear customer communication regarding operational issues.

It would be nice if you also had:

• Provide proactive risk reports, suggest improvement initiatives, and implement corrective actions for non-compliance.
• Collaborate with global teams and Product Line Management (PLM) to enhance service delivery, implement best practices, and improve the overall customer experience.
• Regularly review and resolve critical issues with customers, working closely with Technical Support Operations (TSO) teams.