As a Case Handling Specialist, you will be responsible for providing technical product support within Care Service delivery in a 24x7 support environment. You will work on troubleshooting customer-reported issues related to 4G/5G and Radio products, acting as a key technical contact for support requests. You will collaborate closely with internal teams, including R&D and Market teams, to ensure timely resolution of customer cases.

This role requires solid analytical and troubleshooting skills, the ability to work in a fast-paced operational environment, and a strong focus on customer satisfaction and service quality.

• B.E / B.Tech degree in Telecommunication, Computer, Software, Electrical Engineering, or equivalent.
• 7+ years of experience in customer technical support or a related role within telecom environments.
• Hands-on experience in troubleshooting Radio network issues, including software, configuration, and performance-related problems.
• Experience interacting with customers for technical issue resolution and providing workarounds.
• Familiarity with incident handling processes and supporting service restoration for high-impact issues.
• Experience analyzing logs such as EMIL, Syslog, MACTTI, Wireshark, or similar tools.
• Exposure to implementation, integration, acceptance testing, O&M, or Care for Radio products.
• Basic understanding of 3GPP standards, with exposure to ORAN / Cloud RAN / vRAN technologies.

It would be nice if you also had:

• Experience using log collection and post-processing tools.

• Understanding of case handling and emergency support processes.

• Participation in knowledge sharing, documentation, or training activities.

• Relevant technical certifications (e.g., Red Hat, AWS) are a plus.

• Act as a primary point of contact for customers experiencing technical issues.

• Perform initial diagnosis and troubleshooting of incidents by applying existing knowledge, procedures, and tools.

• Ensure compliance with customer Service Level Agreements (SLAs) and maintain required KPI performance levels.

• Provide regular follow-ups to customers and keep case details updated in the relevant support tools.

• Collect system logs using standard tools, perform log analysis, and assist in identifying root causes of issues.

• Collaborate closely with internal teams such as R&D, GSD, and Market teams to progress and resolve customer cases.

• Participate in 24x7 on-call and emergency support activities as per roster.

• Attend regular operational meetings to review case progress and improve resolution efficiency.