The Job

Customer Support Engineer

Technology, Data & Digital · IT Infrastructure & Security · Cloud Engineering · DevOps

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In short

Ericsson seeks a Customer Support Engineer in Plano, Texas, to provide Level 2 support for RAN-related issues, focusing on fault prevention and resolution within SLAs. Responsibilities include troubleshooting, performing standard changes, and utilizing AI-based tools, with opportunities to develop automation solutions.

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

  • Outstanding opportunity to use skills and imagination to push boundaries.
  • Opportunity to build solutions never seen before.
  • Challenged in a team of diverse innovators.
  • Competitive pay package.
  • Opportunity for an annual bonus (Short-Term Variable Compensation Plan - SIP).
  • Excellent health benefits including choice of three medical plan options and a dental plan option.
  • Company credits towards medical and dental premiums.
  • Investment in short and long-term financial wellbeing.
  • Ericsson US 401(k) Plan with automatic 3% company contribution and up to 4% match.
  • Company credits for basic life insurance, accidental death and dismemberment coverage, short-term and long-term disability coverage.
  • Option to participate in Ericsson’s Stock Purchase Plan.
  • 15 days of accrued vacation, up to 3 personal days per year.
  • 11 annual holidays.
  • 8 hours of volunteer time annually.
  • 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.
#Support Engineer#RAN#SLA#Troubleshooting#AI#Automation#Scripting#Python#Shell#LTE#5G
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Company

Ericsson

Job Posted

3 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Plano, United States

Qualification

Bachelor

Applicants

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