Lead Support Engineer

Multiple positions available

Arelion (formerly Telia Carrier) is one of the world’s leading providers of network infrastructure and services – empowering individuals, businesses, and societies to execute their most critical activities. Our Customer Support Center (CSC) is a single point of contact for incidents and other inquiries for Telia Carrier customers globally. CSC is a technical customer support unit with strong business acumen, and our mission is to deliver world-class customer experience 24/7/365. Are you also passionate about high-quality timely customer support and love digging into complex incidents? If so, we want you in our team!

Lead Support Engineers work side by side with our Customer Support Engineers by providing in-depth technical support and technical analysis be able to steer complex and escalated cases to a faster resolution.

You will report to Head of Customer Support team and will be located in Solna (Sweden).

Tasks and responsibilities

- Act as a role model in sharing competence within the entire CSC unit
- Initiate, participate in and act as resource in case-specific taskforces
- In-depth analysis of incidents
- Increased and extended trouble shooting capabilities
- Increased ownership of complex cases
- Assist the team with escalated cases, especially complicated technically, driving progress in them
- Conduct training and mentorship of existing CSC personnel
- Train and onboard new joiners in specific technical platforms
- Work closely with 2nd and 3rd line units, to secure best practices, lessons learnt and competence sharing

Specific area of expertise / Requirements

- Advanced knowledge about Telia Carrier, products and customers
- Advanced knowledge about Telia Carrier Network in one or more of these areas: IP, Mobile Data and Transmission
- Advanced documented technical knowhow and skills in terms of trouble shooting (e.g. TCP/IP, MPLS, BGP, QoS, DWDM, roaming signaling etc.)

Personal characteristics – soft skills

- Ability to take on an operational leadership with need for immediate decisions and execution
- Analytical capabilities and drive to turn information into fact-based knowledge
- Persistent and self-propelling. You make things happen and capable to coordinate all parties needed in troubleshooting
- Good team player with a great sense of responsibility and excellent communicator
- Able to handle several issues simultaneously

Qualifications and skills needed

- A degree with major in Network Engineering or Communication Systems or a high technical knowledge, experience, understanding and interest of the same
- Excellent/ fluent English (written and spoken) on a highly technical & professional level and other languages are a plus
- Solid knowledge of IP technologies, as well as other telecommunication technology layers such as transmission, voice, roaming, Ethernet
- Highly meriting: Cisco/Juniper certification and/or understanding of signaling

The following skills are meriting:

- ITIL knowledge
- Basic programming skills in Python, SQL etc
- Project management experience

Working hours:

- Regular business hours and on-call duty might occur.



From humble beginnings in the early 1990s, we have become connectivity partner of choice to the world’s largest content providers, operators and enterprises. In the past, our network laid the very foundations of the Internet revolution and today it’s enabling digitalization throughout business and society.

Arelion, formerly Telia Carrier, is owned by Polhem Infra, a Swedish investment company backed by some of the largest Swedish public pension funds. We started building our network in 1993, when our Autonomous System, AS1299, was allocated, and we’ve grown organically ever since. Our network now stretches 70,000 kms across Europe, North America and Asia and lets you connect directly to more than 2,300 wholesale customers in more than 125 countries. With more than 450 local access partners around the world, we are the backbone of your business, wherever you are.