Customer Technical Advocate

As a Customer Technical Advocate, you will act as a trusted technical advisor and escalation point for customers, providing remote support in a 24x7 operational environment. You will coordinate incident resolution, software upgrades, network improvements, and cross-domain support activities across Core, IP, Radio, NMS, and Microwave technologies.

Working closely with customers, operations teams, and technical experts, you will drive service excellence by ensuring SLA compliance, managing complex cases, minimizing network impact, and identifying opportunities to improve network performance and operational efficiency.

• Deliver remote technical support and incident management in a 24x7 on-call environment.
• Troubleshoot, diagnose, and resolve software, hardware, and network-related issues.
• Act as the primary customer contact for technical escalations, outages, and service-impacting events.
• Coordinate cross-domain support activities across Core, IP, Radio, NMS, Microwave, and other technology areas.
• Manage customer incidents and requests in accordance with agreed processes, SLAs, and KPIs.
• Lead end-to-end software upgrade activities, including planning, validation, execution support, and post-upgrade verification.
• Provide governance reporting and regular service reviews with customers and stakeholders.
• Identify opportunities for network optimization, modernization, and service quality improvements.
• Contribute to process improvements, documentation, knowledge sharing, and team mentoring.
• Ensure customer data is handled securely and confidentially.

• Experience in telecom operations, technical support, or customer-facing network services.
• Strong knowledge of telecommunications networks across Core, IP, Radio, NMS, and Microwave domains.
• Experience managing incidents, outages, escalations, and complex technical cases.
• Ability to coordinate end-to-end software upgrades, change management activities, and maintenance windows.
• Understanding of network topology, software/hardware compatibility, and lifecycle management.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer communication and stakeholder management abilities.
• Experience working with SLAs, KPIs, governance reviews, and service quality management.
• Ability to work in a fast-paced environment and participate in a 24x7 on-call rotation.

• Knowledge of 4G/5G technologies and mobile core network solutions.
• Experience with network modernization and transformation projects.
• Exposure to PCRF/HSS platforms and next-generation policy control solutions.
• Experience mentoring junior team members and leading technical discussions.