High Touch Engineering Technical Leader

The Technical Customer Support role delivers Expert Care services, including those in the Success Tracks Signature offering, typically dedicated to one or two customers either remotely or onsite, while providing reactive support and building strong relationships with customers' operational teams such as Service Operations or Network Support. This position is responsible for network-level problem management, including troubleshooting and diagnosis, and provides knowledge transfer (KT) to enhance the customer's technical skills and processes. The role delivers detailed Root Cause Analysis to both Signature and Expert Care customers, offers detailed Software Referral to Expert Care customers, and applies AI solutions to enhance diagnostics and customer support. In addition, the role focuses on innovation and continuous improvement by delivering reactive trend analysis to proactively detect and manage chronic or recurring network problems, and leads the technical section of service reviews...