Customer Support Engineer

Technology, Data & Digital · Data, AI & Analytics · Data Science · IT Support

In short

We are seeking a dedicated Support Engineer to provide data-driven solutions to customer-reported problems, focusing on fault prevention, identification, resolution, and stabilization. The role involves troubleshooting RAN-related issues, executing standard changes, and developing automation solutions. A Bachelor's degree and 3+ years of relevant experience are required, along with knowledge of LTE/5G RAN technologies and scripting skills.

Responsibilities

Provide Level 2 support for RAN-related issues in customer's network, ensuring resolution within agreed SLAs.
Perform incident troubleshooting, fault isolation, and issue resolution using logs, counters, traces, and diagnostic tools.
Execute standard changes, parameter updates, and software corrections following approved processes and procedures.
Support problem management through root cause analysis and implementation of corrective and preventive actions.
Utilize AI-based and analytics tools to identify performance trends, anomalies, and early warning indicators.
Develop and maintain automation solutions, including scripts, playbooks, workflows, and bots, to improve operational efficiency and accelerate issue resolution.

Requirements

Bachelor's degree in Engineering, Computer Science, Telecommunications, Data Science, or a related field.
3 plus years of experience in telecommunications, IT operations, or technical support (internships and relevant academic projects are also considered).
Basic knowledge of LTE and/or 5G RAN technologies, mobile network architecture, radio parameters, KPIs, and common fault scenarios.
Experience with scripting or programming using Python, Shell, or similar languages.
Strong interest in data analysis, AI concepts, and working with logs, KPIs, alarms, and ticketing systems for troubleshooting and root cause analysis.
Strong analytical, problem-solving, and customer-focused mindset.
Excellent communication and teamwork skills, with the ability to work effectively under pressure in a fast-paced operational environment.

Benefits

Competitive salary range dependent on various factors.
Opportunity for an annual bonus based on business and individual performance.
Excellent health benefits including choice of three medical plan options and a dental plan option.
Company credits towards medical and dental premiums.
401(k) Plan with automatic 3% company contribution and a 4% company match.
Company credits for basic life insurance, accidental death and dismemberment coverage, and short-term and long-term disability coverage.
Option to participate in Ericsson’s Stock Purchase Plan.
Minimum of 15 days of accrued vacation.
Up to 3 personal days per year.
11 annual holidays.
8 hours of volunteer time.
80 hours of sick time annually.
Up to 16 weeks of paid maternity leave.
6 weeks of parental or adoption leave at 100% of pay.
Financial wellness programs, educational assistance, matching gifts, and recognition programs.

Skills

PythonShell scriptingLTE5G RANData AnalysisAI

#Customer Support#Engineer#Telecommunications#RAN#Python#5G

About Ericsson

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Our purpose \nTo create connections that make the unimaginable possible.\n\nOur vision\nA world where limitless connectivity improves lives, redefines business and pioneers a sustainable future.\n\nOur values\nPerseverance, professionalism, respect and integrity.\n\nThe future is a place for purpose & vision – ours are clear, and we invite partners, customers and consumers to join us in our journey. \n\nFor a brighter future. For all. Let's #ImaginePossible

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