Technical Care Specialist

Job Description

As Technical Care Specialist acting as a key interface with R&D, youll lead issue resolution, provide expert analysis, and ensure timely case management. Your role includes mentoring, creating technical documentation, supporting early product phases, and driving root cause analysis. You'll play a vital role in maintaining service quality, enabling seamless customer operations, and contributing to continuous product improvement. You have: Bachelor Degree with 8-12 years of experience. Provide Tier 2 and Tier 3 post-sales technical support for NMS products like WS-NOC, 1353 NM, 1354 RM, OMS, and NFM-T. Troubleshoot and replicate customer issues in lab environments, ensuring timely updates. Handle assistance requests independently, meeting strict resolution and restoration KPIs. Act as a liaison with 3rd/4th level support and development teams for escalated issues and create technical documentation, including RCAs, knowledge base articles, FAQs, and MoPs. It would be nice if you also had: Proficient in Unix/Linux systems with CLI, and experienced in Docker and Kubernetes. Strong understanding of Optical Networking (SDH, DWDM, OTN) and IP routing. Skilled in troubleshooting Java applications, ReST APIs, SNMP, and NETCONF protocols. Familiar with databases like MySQL, Oracle, and Hadoop and scripting knowledge in Shell, Perl, and Python is an added advantage. Delivers advanced troubleshooting using system tracing, debug, and protocol analysis. Identifies, reproduces, and escalates complex defects to R&D for resolution. Leads technical issue resolution during upgrades, audits, and network changes. Mentors and trains junior team members, sharing technical knowledge and best practices. Ensures SLA compliance for escalated cases and drives root cause analysis (RCA). Supports early product phases, including trials and pilot deployments. Creates and reviews technical documentation and knowledge articles. Collaborates with customers, R&D, and vendors to resolve critical and complex issues