Hybrid system Technical Customer Assurance Manager in France

Description -

Who we are?

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and one of the Fortune 100 Best Companies to Work For list in 2024, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.

HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. At HP, we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission. Learn more http://www.hp.com/fr

Diversity drives our innovation engine

Diverse teams create transformative solutions that better serve our customers and advance how the world works and lives.

We’re reinventing the standard for diversity and inclusion — in how we operate as a company and impact society. Diversity is embedded in all we do, and every HP employee at every level plays a part. By valuing differences, we engage top industry talent to drive our company’s long-term success.

 

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 lang