Technical Customer Assurance Manager

Technical Customer Assurance Manager

Description -

Technical Customer Assurance Manager (TCAM)

A unique opportunity to turn deep PC knowledge into high‑impact customer success.

Why this role matters

If you love solving complex technical challenges and want to grow beyond standard PC troubleshooting, the TCAM role opens the door to a more strategic, customer‑facing technical career. You’ll work closely with major enterprise customers (primarily in South Africa), build strong relationships, and focus on the issues that have real impact on system uptime and customer satisfaction.

You won’t just fix problems — you’ll influence, analyse, prevent, and shape better experiences for HP’s most important customers.

Responsibilities

• Act as the primary technical contact for assigned customers, providing trusted expertise after purchase
• Diagnose and resolve hardware, software, and network issues with a strong focus on root‑cause analysis
• Provide clear, actionable technical guidance to customer IT teams and follow through to full resolution
• Partner with the customer during new hardware deployments to ensure a healthy rollout — validating images, drivers, and key fixes using HP product knowledge to support a strong first‑day experience
• Build strong, long‑term relationships through regular communication, proactive engagement, and on‑site visits where required
• Deliver technical training sessions and knowledge‑sharing workshops for customer IT departments
• Work closely with HP’s specialist technical experts to manage deeper or complex escalations when needed

Education & Experience

• Technical degree in Computer Science (or equivalent)
• Collaborative and effective in hybrid and distributed team environments
• Solid hands‑on experience in PC technical support
• Proven history of resolving technical issues directly with customers

Languages

• Fluent English
• Additional languages are a plus

Personal Skills

• Approachable and able to build positive relationships with customers and colleagues
• Growth‑oriented mindset with a desire to develop beyond pure technical work into strategic customer impact
• Strong team player with a customer‑first mindset
• Effective communicator with the ability to lead discussions and share insights confidently
• Highly independent and able to take ownership of complex issues from start to finish
• Creative problem‑solver with a proactive attitude
• Organised, reliable, and able to manage multiple cases

Technical Skills

• Deep PC hardware and device manageability expertise
• Strong proficiency across Microsoft OS and Modern Management (e.g., Intune, Autopilot), working closely with wider HP technical experts when needed (Microsoft  certifications are a plus)
• Competent in network troubleshooting (LAN/WLAN/VPN)
• Skilled in data extraction, analysis, and reporting (Power BI, Excel incl. PivotTables)
• Able to present technical findings clearly to both technical and non‑technical audiences

Preference will be given to members from designated groups, i.e. EE in accordance with the Employment Equity Act. However, this does not suggest that the process of recruitment excludes members from non-designated groups.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (South Africa)

Travel -

25%

Relocation -

NoEqual 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"