Customer Support Engineer

Ericsson • Plano, TX

10d

About The Position

Ericsson is seeking a dedicated Support Engineer to provide data-driven solutions to customer-reported problems in accordance with established processes and contracted Service Level Agreements. The role focuses on fault prevention, identification, resolution, and stabilisation, while developing knowledge of Ericsson products and solutions, customer networks, and emerging technologies. With increasing experience, the engineer will take on a greater role in addressing operational and technical issues for customers, solutions, or domains.

The position provides Level 2 support for RAN-related customer network issues and uses troubleshooting and diagnostic methods to resolve incidents within agreed SLAs. It also supports problem management, applies approved changes and software corrections, uses analytics and AI-based tools to identify performance trends, and develops automation to improve operational efficiency.

The role is based in Plano, United States. Ericsson does not sponsor U.S. work authorization for this position and does not hire F-1 candidates working on CPT or EAD for it.

Requirements

• Bachelor's degree in Engineering, Computer Science, Telecommunications, Data Science, or a related field.
• 3+ 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 and AI concepts, and experience working with logs, KPIs, alarms, and ticketing systems for troubleshooting and root cause analysis.
• Strong analytical and problem-solving skills and a customer-focused mindset.
• Excellent communication and teamwork skills, with the ability to work effectively under pressure in a fast-paced operational environment.

Responsibilities

• Provide Level 2 support for RAN-related issues in customer networks and ensure resolution within agreed SLAs.
• Troubleshoot incidents, isolate faults, and resolve issues using logs, counters, traces, and diagnostic tools.
• Execute standard changes, parameter updates, and software corrections according to approved processes and procedures.
• Support problem management through root cause analysis and implementation of corrective and preventive actions.
• Use 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.

Benefits

• Competitive compensation package.
• Opportunity for annual short-term variable compensation (bonus), subject to eligibility and applicable rules.
• Choice of three medical plan options and a dental plan option, with company credits toward premiums for employees and eligible covered dependents.
• 401(k) plan with an automatic 3% company contribution and matching contributions up to 4% when the employee contributes at least 5% of eligible pay, subject to plan limits.
• Basic life insurance, accidental death and dismemberment coverage, and short- and long-term disability coverage.
• Option to participate in Ericsson's Stock Purchase Plan.
• At least 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually; paid time off is prorated based on start date.
• Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
• Financial wellness programs, educational assistance, matching gifts, and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level