As a Technical Care Specialist acting as a key interface with R&D, you’ll lead issue resolution, provide expert analysis, and ensure timely case management. Your responsibilities include mentoring, creating technical documentation, supporting early product phases, and driving root cause analysis. You will play a vital role in maintaining service quality, enabling seamless customer operations, and contributing to continuous product improvement.

You have:

• Bachelor’s degree with 8–12 years of relevant experience.
• Provides Tier 2 and Tier 3 post-sales technical support for NMS products such as WS-NOC, 1353 NM, 1354 RM, OMS, and NFM-T.
• Troubleshoots and replicates customer issues in lab environments, ensuring timely updates and resolution.
• Handles assistance requests independently while meeting strict resolution and restoration KPIs.

It would be nice if you also had:

• Acts as a liaison with 3rd/4th-level support for escalations and creates documentation such as RCAs, knowledge articles, FAQs, and Mo Ps.

• Proficient in Unix/Linux systems with CLI, and experienced in Docker and Kubernetes.

• Possesses strong understanding of Optical Networking (SDH, DWDM, OTN) and IP routing.

• Skilled in troubleshooting Java applications, REST APIs, SNMP, and NETCONF, with working knowledge of MySQL, Oracle, Hadoop, and scripting in Shell, Perl, and Python.

• Delivers advanced troubleshooting using system tracing, debugging, 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.