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.