Technical Support Specialist II

TTE Technology Inc is hiring a Technical Support Specialist II to own end-to-end resolution of complex customer escalations and high-visibility advocacy cases. This onsite role in Irvine, CA focuses on advanced technical troubleshooting, validation, and root cause analysis, with coordinated cross-functional action to deliver timely outcomes with minimal supervision.

Key Responsibilities

• Own and manage complex customer escalations from intake through final resolution.
• Diagnose, troubleshoot, validate, and resolve advanced technical issues across multiple product categories.
• Lead resolution efforts for executive complaints, legal-sensitive matters, social media escalations, and other high-risk customer situations.
• Perform technical testing, reproduce issues, validate products, and conduct root cause analysis.
• Coordinate cross-functional resources and drive accountability to ensure timely resolution of customer commitments.
• Identify recurring product, process, and customer experience issues and recommend corrective actions.
• Document technical findings and provide actionable recommendations to Engineering, Quality, and Product teams.
• Create and maintain troubleshooting guides, knowledge articles, and process documentation.
• Support continuous improvement initiatives related to CSAT, NPS, FCR, operational efficiency, and customer advocacy outcomes.
• Manage service inventory, testing equipment, and technical resources needed for investigations and validation activities.

Required Qualifications

• Experience supporting consumer electronics is required.
• Experience in escalation management, technical support, engineering support, customer advocacy, complaint resolution, or related technical problem-solving roles.
• Ability to independently manage high-priority issues, make sound decisions, and deliver results under pressure.
• Strong analytical, troubleshooting, root cause analysis, and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to work effectively with customers, executives, engineers, legal teams, and business stakeholders.
• Proven ability to manage multiple priorities while maintaining urgency, accuracy, and attention to detail.
• Experience using CRM and case management platforms such as Microsoft Dynamics or similar systems.
• Strong collaboration and stakeholder management skills.
• Flexibility to work weekends, holidays, and extended hours as business needs require.

Technologies

• Microsoft Dynamics

Compensation and Benefits

• Salary: USD 65,000 to 75,000 per year.
• Vacation: Starting at 5 days per year.
• HealthWellness Days: 10 days per year (prorated based on start date).
• Paid Holidays: 12 days per year.
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Matching

Work Location and Environment

• This position is based onsite in Irvine, California, and regular in-person attendance is an essential function.
• Work extensively with computers, communication systems, diagnostic tools, and testing equipment.
• Move throughout the office, warehouse, laboratory, service, and testing environments as required.
• Inspect, handle, transport, install, configure, test, and validate consumer electronics products and related equipment.
• Frequently lift, carry, push, pull, and move products, tools, materials, and equipment weighing up to 50 pounds independently, and heavier items with appropriate assistance or equipment.
• Bend, reach, stoop, kneel, crouch, climb, and stand for extended periods during testing, troubleshooting, validation, and equipment handling.
• Travel domestically and internationally up to 25% as business needs require.

Nice to Have

• Experience managing executive escalations, legal-sensitive customer matters, warranty disputes, and customer advocacy cases.
• Experience identifying product quality concerns and partnering with Engineering, Training, and Quality teams to drive corrective action.
• Demonstrated commitment to operational excellence, continuous improvement, and customer-centric decision-making.
• Experience supporting HVAC, home appliances, or related technical products.
• Bilingual in Spanish.

Employment Authorization

Candidates must be legally authorized to work in the United States at the time of hire. TTE Technology Inc does not currently sponsor employment visas for this position.