Address
Form of workAbout this opportunity
The support engineer is a member of a team with high skills in supporting customers, 1st line engineers and 3rd part in advanced troubleshooting, fault isolation and remediation, to secure availability and fast resolution of the OSS/BSS product.
You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
• Every day will bring new and exciting challenges on the job while you:
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading technologists around the world
• Work directly with Ericsson Product Development team to help reproduce and resolve customer issues
• Leverage your extensive customer support experience to provide feedback to internal Ericsson teams on how our customers use our services
• Drive customer communication during critical events
Wha
...About this opportunity
The support engineer is a member of a team with high skills in supporting customers, 1st line engineers and 3rd part in advanced troubleshooting, fault isolation and remediation, to secure availability and fast resolution of the OSS/BSS product.
You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
• Every day will bring new and exciting challenges on the job while you:
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading technologists around the world
• Work directly with Ericsson Product Development team to help reproduce and resolve customer issues
• Leverage your extensive customer support experience to provide feedback to internal Ericsson teams on how our customers use our services
• Drive customer communication during critical events
What you will do
Purpose
We are here to solve product issues for our customer
• by improving our product long term
• Proactivity in all we do!
Role responsibilities
• Deal with customer support requests according to the defined process
• Provide support in detailed technical queries and solutions to source code level problems
• Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.
• Be part of 24/7 emergency duty and support on critical cases
• Collect customer feedback and submit it to the R&D program to continue improving the product
• Continuously update the knowledge base and share knowledge within the organization
• Participate in FFI (First feature introduction) activities
• Provide on-site support when needed
• Be part of serviceability and service preparation activities.
Required Skills
• Documented and proven knowledge in Cloud Native concepts, docker, Kubernetes, AWS, Azure, GCP
• The awareness of product security, privacy and risk assessment
• Deep competence in troubleshooting and fault isolation using tools in complex IT/Telecom systems
• Understanding, analyzing and troubleshooting code.
• Experience of scripting like bash, python, perl, ansible, cassandra
scala (preferred)
• Ability to maintain a professional communication with customers/local companies, especially in critical situations
• Composure and readiness to work under high pressure from our customers/local companies while providing support
You will bring
Minimum of 4-10 years’ experience running services on Linux, Technical Support, Emergency Handling, customer ticket handling/ request handling.
To qualify the candidate should have demonstrated key traits required -
• A very strong customer focus
• Ability to juggle many tasks and projects in a fast-moving environment
• Be a self-starter who is excited about technology.
• Good time management and multi-tasking capabilities
• Good teammate who is also comfortable working on own initiative
• Flexibility with working hours
• Familiarity with general business terms and processes
• Innovative & creative approach to problem solving coupled with advanced diagnostic & technical analysis skills
• Values of Perseverance, Professionalism, Respect & working with Integrity
Education
• B Tech, M Tech, or similar experience in relevant area (SW development, telco business)
• Working experience in the Telecom area >5 years, preferably longer
Why Join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
