Hybrid system Technical Customer Assurance Manager in France

HP; Paris; Hybride; EUR 60 000 - 80 000; Plein temps

Résumé du poste

A leading technology company is seeking a Technical Customer Assurance Manager to resolve complex technical issues for customers. You will lead technical assurance activities, architect solutions, and drive customer satisfaction. The ideal candidate has 7-10 years of experience in remote support or technical account management, alongside a bachelor's degree in a relevant field. This role offers hybrid work opportunities based in Paris and requires proficiency in French and English.

Prestations

Meal vouchers

Discounts on HP products

Great work-life balance

Qualifications

• 7-10 years of experience in remote support, technical account management, or a related field.

Responsabilités

• Resolve moderate to complex technical problems for customers.
• Set service direction aligned to customer needs.
• Act as a trusted consultant for technical solutions.
• Collaborate with partners to prevent issues and recommend improvements.
• Architect, deploy, manage, and integrate solutions.
• Work cross-functionally to drive successful outcomes.
• Support initiatives that expand business opportunities.
• Lead and contribute to complex projects and resolve issues.
• Build productive relationships and mentor junior team members.
• Ensure compliance with privacy and relevant regulations.

Connaissances

Unified Communications

Microsoft Teams

Zoom

Google Meet

Pexip

Automation and scripting

Linux

Root cause analysis

SaaS and cloud services

TCP/IP and networking

Communication Protocols: H.323, SIP, WebRTC

Technical services and support

Workflow and ticket management tools

Formation

Bachelors degree or higher in a relevant discipline

Description du poste

Hybrid system Technical Customer Assurance Manager in France

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 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

• Bachelors 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

• Experience 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: H.323, 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.

Why joining HP France

At HP France you will be immersed in an inspiring workplace where all our people love to collaborate well together and where they can learn, grow and develop professionally as well as personally. We offer empowering responsibilities. You will have the opportunity to evolve through your commitment, your skills and your sense of initiative! This position can be the 1st step in a great career within our teams!

Joining us also means a great work‑life balance and benefits such as meal vouchers, discounts on HP products and more!

Driven by a strong corporate culture our employees are involved in numerous initiatives through internal networks (Next Gen, workplace well‑being team, etc.) and external volunteering (Nos Quartiers ont du Talent Hour of Code).

HP is also committed to an equal opportunities policy from recruitment to career development. Job offers are open to all including people with disabilities.

Our promise

To create a diverse and inclusive working environment! So what are you waiting for…

Location

Based in Meudon (tramway T2 stop Brimborion) our campus offers collaborative creative and ultra‑connected open spaces.

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.