Support Engineer

About this opportunity:

We are excited to present the opportunity to join our esteemed Ericsson team as a Support Engineer. If you have the passion for finding solutions and stabilizing issues, the prowess to work with data-driven solutions, deep knowledge of products, customer networks, and evolving technology, and an aptitude for handling operational and technical issues for dedicated customers or domains, we invite you to apply. This role demands a sharp and proactive problem-solver, thorough with established processes and Service Level Agreements, who seeks to provide support and prevent faults through vigilance, initiative and effective communication.

What you will do:

• Prefer Candidate having Ericsson Charging System experience. Catalog Manager or Order care experience or BSS experience.
• One must have worked as Global or local Support profiles.
• Emergency handling experience is needed to support clients.
• Own and manage Customer Service Requests, from contract validation to issue resolution.
• Remain compliant with CS delivery norms and strategies, following the most recent agreed ways of working.
• Investigate, analyse, report, and propose solutions for product security related matters as per contract.
• Build and maintain strong customer relationships through direct communications and participation in OMNI chats.
• Contribute to emergency situations, facilitating quick restoration of customer networks.
• Plan and ensure contracted software implementation in customer networks for optimal performance.
• Drive add-on-sales, assisting account teams to expand business with their customers.
• Utilize and regularly update content from the Structured Knowledge Management Process, and actively suggest content improvement.

The skills you bring:

Technical skills:

• Containerization
• Ericsson Charging Experience
• CKA
• DevOps
• Red Hat Open stack
• Cloud technology
• Cassandra
• Hadoop
• Python/ Java
• Understanding of Diameter Gx/Gy, CAMEL protocols.

Other skills:

• Customer Problem Management.
• Change and Improvement Management.
• CS Portfolio competence.
• Data Analysis.
• Negotiation.
• Customer Success.
• Machine Learning.
• Customer Relationship Building.
• CSR Handling Process.
• Knowledge transfer and re-use.
• Trade Compliance.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.