Care Engineer

As a Care Engineer, you will act as the primary technical interface for customers and Customer Teams (CTs), driving timely resolution of technical issues across Kubernetes/OpenShift, CNF, or OpenStack environments. You will be responsible for end-to-end case ownership, incident diagnosis, log analysis, troubleshooting coordination, and ensuring effective delivery-to-care operations while maintaining high customer satisfaction.

• Provide customer-centric technical support for Care cases and critical customer issues and own end-to-end case lifecycle and drive timely resolution through effective stakeholder management.
• Act as the primary interface between customers, Customer Teams (CTs), Market Teams, and L3 Engineering.
• Perform incident analysis, health checks, log collection, and troubleshooting activities and facilitate technical troubleshooting sessions between customers and L3 teams.
• Ensure regular governance and communication for assigned customer cases and participate in weekly case review meetings with Market and L3 teams.
• Support Major Escalations (ME), Emergency Management Escalations (EME), and critical incidents and drive Delivery-to-Care (D2C) activities and service readiness processes.
• Identify opportunities for automation, process simplification, and operational improvements and contribute to knowledge sharing and reuse of proven solutions.
• Provide on-call support and participate in 24x7 critical incident management activities.

You have:

• Bachelor’s degree in Computer Science, IT, Telecommunications, or a related field, with 8+ years of experience in Technical Support, Cloud Operations, or Customer Support.
• Hands-on expertise in Kubernetes/OpenShift, CNF, and/or OpenStack development, deployment, testing, or support.
• Strong Linux L3 administration and troubleshooting skills, with working knowledge of L2/L3 networking.
• Proven experience handling customer escalations, critical incidents, and high-priority technical issues.
• Experience with monitoring and observability tools such as Prometheus, Grafana, and ELK, with knowledge of ITIL, Incident/Problem Management, and telecom cloud solutions.

Nice to have:

• Knowledge of Docker, Helm, CI/CD, Git, DevOps, and scripting/automation using Python, Shell, or Ansible.
• Willingness to provide 24x7 critical incident and on-call support, including EME support.
• Strong analytical, problem-solving, troubleshooting, communication, and customer-facing skills.