VP Global Customer Support

Ericsson•Boise, ID

6d•Hybrid

About The Position

Ericsson Enterprise Wireless Solutions is focused on leading the emerging enterprise 5G networking and security markets, building a differentiated enterprise networking and security portfolio, and scaling a global, multi-channel go-to-market model. The Vice President, Global Customer Support will lead Ericsson's 24/7 global technical support organization, overseeing distributed teams responsible for resolving complex customer and product issues. This is a highly visible leadership role — based in Boise, ID (hybrid, 3 days onsite) — with direct impact on customer experience, retention, renewals, and long-term customer value.

Requirements

15+ years in technical support, service delivery, customer operations, or a related operational leadership role
7+ years leading teams in multi-region, distributed, or global environments
Proven track record improving operational performance metrics including resolution time, service quality, and customer satisfaction
Experience implementing and scaling support tools, case management systems, and automation capabilities
Strong cross-functional leadership experience with Engineering, Sales, Customer Success, Product, and executive stakeholders
Experience managing offshore, nearshore, partner, or distributed delivery models
Executive-level communication skills, including clarity under high-pressure situations
Ability to lead across multiple time zones and cultures; willingness to travel ~15–25%
Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent experience); MBA preferred
Domain experience in networking, infrastructure, enterprise software, wireless, or telecom preferred

Responsibilities

Lead global customer support operations across regions, ensuring consistent service quality and cost-effective delivery across time zones and delivery partners
Own incident management and executive escalation processes for critical customer and product issues, including P0/P1 events
Establish severity definitions, response SLAs, escalation paths, root cause analysis processes, and executive communication protocols
Drive measurable improvements in key metrics: mean time to resolution, first-contact resolution, customer satisfaction, and cost per case
Partner with Engineering to translate support trends and recurring issues into product roadmap input and prioritized resolution plans
Collaborate with Sales and Customer Success to identify at-risk customers early and reduce renewal risk
Evaluate and deploy tools for case management, knowledge management, automation, and AI-enabled support
Build and retain a strong global support leadership team with clear career paths and succession planning
Manage the annual support budget to ensure investments in people, tools, and automation deliver measurable business value

Benefits

Competitive package
Opportunity for an annual bonus
Subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution
401(k) plan with a 4% company match and immediate vesting
Company-paid employee basic life and AD&D insurance
Company-paid disability benefits
Minimum of 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
Comprehensive Employee Assistance Program
Mobile therapy
Volunteer paid time off