Support Engineer

About this opportunity
We are now looking for a Support Engineer to join our Tier2 support team in R&D for the product EDA, Ericsson Dynamic Activation, within OSS Operational Support System in business area Digital Services.
You will be a member of a group of expert support engineers, helping and mentoring customers and 1st line engineers in advanced troubleshooting and fault isolation, to secure availability and fast resolution in order to secure our customers business.

Unit Description
Ericsson Digital Services helps service providers prosper in the digital economy. From improving the way service providers engage with their customers to automating operations, we're helping service providers reach new levels of programmability, access and agility – levels that digital natives call home. We provide solutions consisting of software and services in the areas of Digital Business Support Systems (BSS), Operational Support Systems (OSS), Cloud Communication, Cloud Core, and Cloud Infrastructure. The portfolio is focused on 5G-ready, cloud-native, automated and industrialized solutions to secure a smooth digitalization journey towards 5G.
Ongoing digitalization, together with virtualization and the introduction of 5G, is driving new opportunities for service providers. It provides possibilities to capitalize on the investments better by programming and slicing 4G and 5G networks for specific consumer and industry needs. It also gives possibilities to automate operations and become radically more efficient, and to serve and engage with customers digitally.

What you will do
Deal with customer support requests according to the defined process
Provide support in detailed technical queries and solutions to source code level problems
Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.
Be part of 12/7 emergency duty and support on critical cases
Collect customer feedback and submit it to the R&D program to continue improving the product
Continuously update the knowledge base and share knowledge within the organization
Participate in FFI (First feature introduction) activities
Provide on-site support when needed
Be part of serviceability and service preparation activities


You will bring
BSc, MSc, or similar experience in relevant area (SW development, telco business)
Documented and proven knowledge in Cloud Native concepts
The awareness of product security and risk assessment
Deep problem-solving experience in complex systems
Working experience in the area >5 years, preferably longer
Composure and readiness to work under high pressure from our customers/local companies while providing support
A collaborative approach, just like us
Ability to maintain a professional communication with customers/local companies, especially in critical situations


What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.


Application Process

Willing to take part in the recruitment process? Please apply to the system by attaching your CV in English. Please be advised that due to GDPR we cannot accept CVs sent by email.

Location for this role: Karlskrona, Sweden
Please send in your application in English as soon as possible since the process is ongoing.
Report to the Line Manager EDA Product Development Leader
Recruiter: Dorota Baran (dorota.baran@ericsson.com)

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Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
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Primary country and city: Sweden (SE) || Sweden : Blekinge : Karlskrona
Req ID: 663064