Support Solution Expert

Technology, Data & Digital · Software & Web Development · Software Engineering · Cloud Engineering

In short

As a Solution Support Expert for Packet Core, you will be a senior technical authority for complex Packet Core, policy, and Cloud support scenarios, primarily for UK customers. You will own critical issues from engagement to resolution, isolate faults, manage customer requests, and lead emergency responses, requiring a deep understanding of customer environments and disciplined root cause analysis.

Responsibilities

Provide advanced support for 5G Core, 4G EPC, Cloud Native Packet Core, and Policy solutions.
Investigate and resolve complex mobility, session management, traffic steering, subscriber policy, user-plane, and service issues.
Isolate faults across Packet Core nodes, policy platforms, cloud infrastructure, databases, and multi-vendor systems.
Support Packet Core integration, deployment, upgrade, rollback, redeployment, scaling, recovery, emergency restoration, and disaster recovery.
Own complex Customer Service Requests from initial investigation through successful closure.
Lead cross-functional recovery during critical incidents, major escalations, and network crises.
Lead root cause analysis and present findings, contributing factors, and recommendations.
Drive continuous improvement in Packet Core serviceability, operational resilience, and customer experience.
Monitor operational KPIs and recurring issue trends, translating insights into preventive actions.
Develop and maintain troubleshooting tools, scripts, automations, and reusable technical guidance.
Contribute to solution and security reviews, customer improvement analyses, and technical proposals.
Build trusted relationships with customers and stakeholders.
Strengthen EMEA technical capability by delivering workshops, coaching regional teams, and mentoring engineers.

Requirements

Bachelor’s or Master’s degree in engineering or a related technical discipline.
At least eight years of experience in telecom, Packet Core, Cloud, advanced technical support, and/or integration.
Experience operating as a Technical Solution Architect, Senior Solution Engineer, or in an equivalent senior technical role.
Proven experience supporting Packet Core and/or Cloud environments, including integration and deployment activities.
Deep knowledge of 4G EPC, 5G Packet Core, policy control, session management, mobility, and user-plane troubleshooting.
Experience isolating faults across complex, multi-node, multi-vendor operator networks.
Strong understanding of support services, service management, and operational readiness.
Excellent customer engagement, stakeholder management, presentation, and executive communication skills.
Ability to work effectively under pressure, manage competing priorities, and drive timely resolution.

Desired Qualifications

Experience with Cloud Native deployments, Kubernetes, and container-based Packet Core solutions.
Familiarity with Ericsson support tools, processes, and ticketing platforms.
Knowledge of EMEA operator landscapes and UKI customer environments.
Experience with service readiness, solution handover, operational KPI governance, support automation, or customer-facing technical proposals.

Benefits

Opportunity to operate with a strong Market Area Solution Architect focus.
Become a recognized technical authority for Packet Core support.
Focus on UK customers with the opportunity to contribute to other strategic customer engagements.
Influence recovery during high-impact incidents.
Strengthen customer confidence.
Help shape regional support capability.

Skills

5G Core4G EPCCloud Native Packet CoreMMESGWPGWAMFSMFUPFKubernetesHypervisorAutomation

#Packet Core#5G#4G#Cloud#Support#Solution Architect

About Ericsson

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