Customer Advocacy Technical Support Specialist II, On-Site in Irvine, CA

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.

• 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.

• 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,…