Support Engineer

If you are an early career professional, Ericsson is looking for a Support Professional to join our team in Canada. In this role, you will analyze and troubleshoot technical tickets from North American customers, working within a collaborative, fast-paced environment focused on Cloud and Packet Core technologies. This is an exciting opportunity to grow your technical expertise while delivering meaningful support to customers across the region.

Responsibilities

Troubleshoot and resolve customer issues related to Cloud and Packet Core domains; Deliver remedies, resolutions, and analysis for Cloud and Packet Core nodes (CNIS, SDI, CCD, CEE, PCC, PCG); Support the integration of Cloud and Packet Core products; Provide solution-level support to customers; Lead root cause analysis and independently drive escalation processes; Participate in a 24/7 on-call rotation to address customer issues, escalations, and emergencies; Travel to customer sites as needed to provide on-site support; Use Ericsson standard support tools including CSR, MHWEB, Metis, and JIRA; Provide feedback to Research & Development teams; Stay current with emerging technologies and share knowledge to support customer capability development

Requirements

Bachelor's or Master's degree in Engineering; Technical knowledge in one or more of the following areas: OS & Containers (Linux – Ubuntu/Red Hat, Docker, Kubernetes, OpenShift), Virtualization & Networking (Virtual Machines, Software-Defined Networking), Hardware (Dell and HPE server platforms), or Storage (software-defined storage – CEPH, ScaleIO); Hands-on experience with virtualized and cloud-native environments; Scripting knowledge; Experience in support services and operations (preferred); Familiarity with Core technologies such as IMS and/or Packet Core (preferred); Ability to clearly articulate technical issues to diverse audiences; Proven ability to work independently and make sound decisions under time pressure; Strong collaboration and communication skills; Experience or interest in coaching and mentoring others; Ability to represent Ericsson professionally in customer-facing environments; Flexibility to travel on short notice

Nice to have

Experience in support services and operations; Familiarity with Core technologies such as IMS and/or Packet Core

Benefits

Choice of 3 medical and dental plan options; core level coverage paid fully by Ericsson; annual bonus opportunity; automatic 2% company pension contribution; 50% match of employee RRSP contribution up to 8% (max 4% match); basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost; short-term disability coverage; option to participate in Ericsson's Stock Purchase Plan; minimum 18 days accrued vacation; at least 3 personal days; minimum 10 holidays; 1 volunteer day; sick days; up to 10 weeks paid maternity leave; 6 weeks parental or adoption leave at 100% pay; financial wellness programs; educational assistance; matching gifts; wellness account; recognition programs