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.
• 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.
• Support Major Escalations (ME), Emergency Management Escalations (EME), and critical incidents.
• Drive Delivery-to-Care (D2C) activities and service readiness processes.
• Identify opportunities for automation, process simplification, and operational improvements.
• Provide on-call support and participate in 24x7 critical incident management activities.

You have

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field with 10+ years of experience in Technical Support, Cloud Operations, or Customer Support.
• Strong Kubernetes/OpenShift development expertise may be considered with less experience.
• Proven expertise in Kubernetes/OpenShift, Cloud-Native Functions (CNF), OpenStack, and Linux L3 administration and troubleshooting across development, deployment, testing, or support.

Nice to have

• Ability to provide 24x7 critical incident, on-call, and emergency support in a customer-facing environment.
• Experience with Docker, Helm, CI/CD, Git, DevOps, and monitoring/observability tools such as Prometheus, Grafana, and ELK.
• Proficiency in scripting and automation using Python, Shell, or Ansible.
• Knowledge of ITIL, Incident and Problem Management, with experience supporting telecom cloud and cloud-native network solutions.