Cloud Support Engineer

Our Exciting Opportunity:

We are looking for a CLOUD Support Engineer that will provide technical service and support to our MELA customers. In this role, you will troubleshoot, resolve domain and problems to stabilize and optimize customer networks. The Support Engineer typically interacts with Customer Technical Staff, Operational Domain Managers, Service Engineers and other groups within the BDGS Service Delivery organization. You also interact with groups in pre-sales, 3rd party suppliers and local authorities. As there are no distinct borders between the areas, you will need to be flexible and master more than one area. You are expected (if required) to travel internationally and work in different cultural environments. The technical development is rapid, and you are responsible for continuously keeping your competence and skills up to date.

Working as a support engineer will require a broad knowledge within telecom and Datacom, covering both hardware, software and network knowledge. You will work, collaborate, and communicate in an international environment, both with colleagues internally as well as customers and suppliers to Ericsson. The role more than often requires you to take on big responsibility and it is important that you can work independently.

Job Responsibilities:

• Handle customer issues via CSR, Proactive support, Support assignment e.g. Early Life Support (ELS)
• To do end to end investigation of faults/cause related to system/network problems.
• Be responsible to manage handovers from project into support organisation.
• Investigation Lead for solving the CLOUD Native/5GC network configuration & support issues, providing workaround and resolution.
• Collaboration with internal global support organisation to drive and identify the root cause of issues.
• Work within the MELA CLOUD domain team, engage and collaborate with the virtual MELA team members to resolve customer problems.
• Closely work with PDU/Global Support team to clarify product or SW issues.
• Develop a deep understanding of the products/solutions, and be a guide on the responsible domain/products.
• Stay abreast of new technology/products, keep updating the knowledge base (METIS), and define personal development needs.
• To coordinate and engage with all technical teams to handle emergencies and if required coordinate with stakeholders (SDM, CTM, SSE) and Tier2 support/3PP vendors.
• To participate in internal/external technical discussions with a view to improve overall network performance and make recommendations wherever possible.
• Guide and Mentor other team members and provide technical support.

To be successful in the role you must have:

Education: Bachelor in Engineering / MSc with Minimum 3-5 years of relevant experience.

Domain experience: Solid working experience within CLOUD domain either in Project Integration or Operational Customer Support

Soft Skills:

• Negotiation & argumentation skills.
• Planning & organizing skills.
• Delivering results & meeting customer expectations.
• Presentation & communication skills to internal and external stakeholders.
• Working with people.
• Customer handling experience.
• Strong problem-solving skills: the ability to assess a problem and resolve an effective course of action.
• Applying expertise & technology.
• Ready to work on a MELA Emergency Roster.
• Manage and drive technical escalations.
• Ready to work extended hours and out of hours on requirement.
• Be proactive, self-motivated, and work independently.

Technical Skills / Experience (Mandatory):

• Solid knowledge of Ericsson CLOUD 5GC Solutions and Products (CDD, CEE, SDN, SDI), network architecture, interfaces, and procedures.
• Virtualization concept with knowledge of OpenStack e.g. CEE(Ericsson), RHOS
• Concept on Cloud Containers, docker, Kubernetes
• Linux capabilities, able to interpret shell(bash) scripts
• Scripting skills e.g. python (or PERL)
• Working experience in 5GC.
• Working experience in VNF/CNF deployment
• Working experience for multiple products/solutions.

Additional Skills/ experiences (would be good to have):

• Customer support experience in Core Network
• Knowledge of Cloud and virtualization technologies – OpenStack, NFVI, RedHat, VMWare.
• Good understanding and troubleshooting skills in IP networking.
• Excellent English communication skills, both verbal and written.

What´s in it for you?

Here at Ericsson, our culture is built on over a century of courageous decisions. With us, you will no longer be dreaming of what the future holds – you will be redefining it. You won’t develop for the status quo but will build what replaces it. Joining us is a way to move your career in any direction you want; with hundreds of career opportunities in locations all over the world, in a place where co-creation and collaboration are embedded into the walls. You will find yourself in a speak-up environment where empathy and humanness serve as cornerstones for how we work, and where work-life balance is a priority. Welcome to an inclusive, global company where your opportunity to make an impact is endless.

What happens once you apply?

To prepare yourself for next steps, please explore here: https://www.ericsson.com/en/careers/job-opportunities/hiring-process

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that’s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

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Req ID: 681704