Customer Support Engineer

Ericsson • Plano, TX

17h • Onsite

About The Position

We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, you'll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.

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.

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.

Benefits

• Choice of three medical plan options
• Dental plan option
• Company credits towards medical and dental premiums
• 401(k) Plan with automatic 3% company contribution
• Ericsson match $1 for every $1 you put into the 401(k) Plan on the first 3% of your eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay
• Company credits for basic life insurance and basic accidental death and dismemberment coverage
• Company credits for 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
• 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
• Recognition programs

What This Job Offers

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