[CUSTOMER ADVOCACY] Technical Support Specialist II, On-site in Irvine, CA

TTE Technology Inc•Irvine, CA

7d•$65,000 - $75,000•Onsite

About The Position

TCL Customer Advocacy & Support is seeking an accountable, technically skilled, customer-focused professional to own the resolution of complex technical issues, critical escalations, executive complaints, and high-visibility advocacy cases. This is not a transactional support role: it's an escalation resource responsible for driving issues to resolution, validating technical concerns, identifying root causes, and coordinating cross-functional action to protect the customer experience and TCL's brand. The ideal candidate is decisive under pressure, takes personal ownership of outcomes, and can independently assess situations, remove barriers, and execute timely resolutions with minimal supervision. As a member of the Escalation Engineering and Customer Advocacy team, you will assume end-to-end ownership of customer issues from initial assignment through final resolution. You will be expected to proactively drive actions, manage competing priorities, hold stakeholders accountable to commitments, and ensure customers receive accurate, timely, and professional support. You will partner closely with Engineering, Quality, Service, Product Management, Supply Chain, Legal, and Operations teams to resolve complex issues, validate product concerns, improve support processes, and identify opportunities for corrective and preventive action. We value technical expertise, accountability, reliability, integrity, resilience, critical thinking, and a sense of ownership with relentless commitment to customer satisfaction and operational excellence.

Requirements

Experience in supporting consumer electronics is a must.
Experience in escalation management, technical support, engineering support, customer advocacy, complaint resolution, or related technical problem-solving roles.
Demonstrated 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 effectively engage 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.
Candidates must be legally authorized to work in the United States at the time of hire. TCL North America does not currently sponsor employment visas for this position.

Nice To Haves

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.

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, issue reproduction, product validation, and 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 communicate actionable recommendations to Engineering, Quality, and Product teams.
Create and maintain troubleshooting guides, knowledge articles, and process documentation.
Support continuous improvement initiatives focused on CSAT, NPS, FCR, operational efficiency, and customer advocacy outcomes.
Manage service inventory, testing equipment, and technical resources required to support investigations and validation activities.