Hybrid system Technical Customer Assurance Manager in France
Description -
Job Summary
The Technical Customer Assurance Manager (TCAM) resolves moderate to complex technical issues across hardware and software environments for internal and external customers. Serving as a trusted consultant, the TCAM leads technical assurance activities, architects and integrates solutions, and proactively mitigates risk. The role is pivotal in driving customer satisfaction, accelerating incident resolution, and enabling innovation through advanced technical expertise and cross‑functional collaboration.
Key Responsibilities
- Resolve moderate to complex technical problems (hardware/software) for customers and end users, leveraging proactive monitoring and notifications.
- Set a service direction aligned to customer needs and coordinate closely with internal and external stakeholders.
- Act as a trusted consultant to plan, coordinate, and architect innovative solutions, serving as the primary technical advocate for assigned customers.
- Collaborate with ecosystem partners (e.g., Microsoft, Google, Zoom, Pexip) and end users to prevent or minimize issues and recommend continuous improvements.
- Architect, deploy, manage and integrate solutions in customer environments; participate in architecture and design reviews to improve product quality.
- Work cross‑functionally to deliver support efficiently, enhance troubleshooting effectiveness, and drive successful outcomes.
- Support initiatives that expand business opportunities through innovative technologies and services.
- Apply advanced subject‑matter expertise, lead and contribute to complex projects, and exercise independent judgment to resolve business issues.
- Build productive relationships internally and externally; mentor junior team members as needed.
- Own governance and reporting: conduct service review, maintain operational dashboards and provide executive incident summaries and RCAs for critical events.
- Ensure all activities comply with HP privacy and EU GDPR requirements or relevant rules applicable to service delivery location.
Education & Experience
- Bachelor’s degree or higher in a relevant discipline, or equivalent professional experience.
- Typically 7–10 years of experience in remote support, technical account management, customer environments, or a related field.
Preferred Certifications
- Wireshark WCA, Cisco CCNE or other network certifications
- Microsoft Teams Administration
- Pexip CET
Technical Skills
- Experienced in Unified Communications
- Exposure to Microsoft Teams, Zoom, Google Meet, Pexip
- Automation and scripting
- Operating systems (Linux)
- Root cause analysis and diagnostics
- SaaS and cloud services
- TCP/IP and networking
- Communication Protocols H323, SIP, WebRTC
- Technical services and support
- Workflow and ticket management tools
Core Competencies
- Effective communication
- Results orientation
- Learning agility
- Digital fluency
- Customer centricity
Work Location & Language Requirements
- Primary location: France
Coverage aligned to CET/CEST business hours - French language proficiency is required (professional fluency for customer communications, meetings, and documentation)
- English language proficiency is also required for global collaboration and reporting
Impact & Scope
TCAM provides expertise to different project teams; participates in cross‑functional initiatives that improve customer outcomes and operational excellence.
Complexity
Works on complex problems requiring in‑depth evaluation of multiple factors; exercises independent judgment and advanced problem‑solving skills.
Disclaimer
This job description outlines the general nature and level of work performed. It is not an exhaustive list of all duties, skills, or responsibilities. Duties may change, and additional tasks may be assigned as business needs evolve.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (France)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"