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

TCL North America; Irvine (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Vacation 5 days

Health & Wellness Days

Paid Holidays 12 days

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Job summary

TCL North America is seeking an Escalation Engineer to own resolution of complex technical issues, high-visibility cases, and executive complaints. You will coordinate with Engineering, Quality, Product, and Legal teams to drive actions and protect the customer experience.

The role emphasizes ownership, decisive action, and timely resolutions with minimal supervision, as you manage end-to-end issues from intake to closure in a fast-paced environment.

Qualifications

• Experience in escalation management, technical support, 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 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.
• Flexibility to work weekends, holidays, and extended hours as business needs require.

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.

Skills

Escalation management

Technical support

Root cause analysis

Communication skills

Stakeholder management

CRM systems

Work under pressure

Tools

Microsoft Dynamics

CRM platforms

Job description

Position Summary

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.

Duties & 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.

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs, and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.

Physical And Work Environment Requirements

• This position is based onsite in Irvine, California. Regular in-person attendance is an essential function of the role.
• 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 activities.
• Travel domestically and internationally up to 25% as business needs require.

Qualifications

Must Haves

• 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.

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.

Benefits

• Vacation: Starting at 5 days per year
• Health & Wellness 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

Compensation

Annual salary ranges from $65,000 - $75,000

Salary: $65000 - $75000 per year

Employment Authorization

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.

We are committed to fostering a diverse and inclusive workplace where everyone is treated with dignity and respect. We provide equal employment opportunities to all applicants and employees and prohibit discrimination and harassment on the basis of any characteristic protected by applicable federal, state, or local law. Employment decisions are based on qualifications, merit, business needs, and lawful work authorization requirements. We provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs and practices. Applicants requiring an accommodation in the application or interview process may contact [e-mail].