Technical Care Specialist

Job Description

As a Technical Care Specialist, you will provide advanced technical and product support in a global 24x7 environment, handling complex troubleshooting at the solution and system level. You will diagnose issues, collaborate with internal teams, and work closely with RD to escalate and resolve customer problems. With your passion for solving challenging problems, and experience in a customer-facing cloud technology environment, you will focus on delivering an excellent customer support experience while actively seeking ways to automate and simplify processes in a fast-paced setting. You Have: 8+ years of experience in technical care, with Kubernetes development experience as a plus. Practical experience in Kubernetes/OpenShift development, testing, or support, OR CNF support and deployment, OR OpenStack support, development, or testing. Advanced (Level-3) expertise in Linux. Nice to Have: Basic (Level-2) networking expertise. Perform initial diagnosis of incidents and apply existing knowledge to find solutions. Collect logs, conduct health checks, and facilitate troubleshooting sessions between customers and L3 teams. Ensure seamless service delivery and continuous performance improvement. Participation: Join weekly case review meetings with Market and L3 teams to track progress and enhance resolution efficiency. Provide 24x7 critical incident support. Operate within the NAM time zone. Oversee and drive the entire delivery-to-care process.