Support Engineer - 5G Core (UDM)

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.

Responsibilities

Handle and resolve customer issues; Provide dedicated support; Deliver results & meet customer expectations; Handle Software Update Management (SUM); Handle customers and internal stakeholders from technical perspective; Work with diverse team; Keep track of ongoing customer service requests and ensure concerns are addressed with right priority; Analyze and troubleshoot to handle and provide support in critical and emergency cases; Interface and interact with relevant stakeholders within organization and ensure timely progress on customer service requests for critical/priority cases; Available to handle customer technical queries and ensure timely response; Make constant efforts to be updated on relevant technical skills; Participate in project activities as needed; Take handover from project and ensure all checkpoints completed; Organize and deliver knowledge sharing sessions with stakeholders; Review and prepare relevant technical documents i.e. RCA; Maintain good working relationship with customers and working groups; Take part in operational review meetings when required; Understand and get updated on solution deployed in customer network; Make customer aware on product lifecycle i.e. HW or SW; Provide technical support to Service Delivery Manager; Participate and contribute during pre-sales engagement activities if needed; Understand contractual obligation for support delivery; Ensure KPIs are met according to SLA; Identify add-on sales opportunities

Requirements

BE/B Tech or equivalent; 8-10+ years of experience; Experience on working in 4G & 5G User Data Management Functions is must; HLR/HSS/EIR/CCSM (Subscriber Management); CUDB/CCDM (Data Management); NRF/CCRC (Resource Function); PG/UPG (Provisioning Gateway); Exceptional troubleshooting skill required to solve customer issues without escalating to the next level; Able to do tracing and complex logs analysis for UDM Nodes (4G & 5G); Strong technical acumen when dealing with complex customer issues; Worked in a Support function earlier; Good knowledge of 3GPP in 5G Packet Core; Creating & Innovating; Entrepreneurial & Commercial thinking; Persuading & Influencing; Applying Expertise & technology; Analyzing; Delivering Results & Meeting Customer expectations; Presentation & communication skills; Teamwork & collaboration skills; Market insight; Financial understanding; Consultative selling skills; Negotiation skills; Leadership skills

Nice to have

OpenStack (CEE); Kubernetes (CCD); IP Routing; Past experience with Ericsson