Senior Product Support Professional

Ericsson GmbH; Ottawa; On-site; CAD 130,000 - 170,000; Full time

Benefits offered by this job

Health benefits

Flexible working options

Job summary

Ericsson Canada Inc. is seeking a Senior Product Support Professional for the RCE unit, focused on delivering expert RAN support in live networks.

You will translate field insights into product fixes, work with Design and cross-functional teams, and drive swift issue resolution across regions. The role emphasizes leadership of technical taskforces, applying system-level thinking, and contributing to field trials and deployments.

Qualifications

• Strong end-to-end RAN troubleshooting experience in field/test/integration/development.
• RAN software design and systems understanding (KPI step functions; Layer 1-3 SW subsystems).
• Proven ability to lead technical taskforces and fault isolation with Design teams.
• Hands-on experience with AI tools and their application to troubleshooting.
• Bachelor-level degree in Telecommunications, Electrical Engineering, Software Engineering, or Computer Science.

Responsibilities

• Serve as the primary liaison between Design and customer needs, translating field insights into product fixes and system improvements.
• Engage with customer stakeholders, including technical leaders and cross-functional teams.
• Collaborate with regional Market Areas and Service Delivery to resolve issues swiftly.
• Provide expert competence on RAN products and features in live networks.
• Lead investigations, structure fault analysis, and communicate outcomes to customers and teams.
• Contribute to product introductions and field trials, NPIs, and deployment support.
• Provide on-site and remote technical deployment and integration support.

Skills

RAN troubleshooting

RAN SW design

Taskforce leadership

AI for troubleshooting

Engineering degree

Education

BSc or higher in Telecommunications/EE/CS

Job description

Join our Team

At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.

About this opportunity:

As the tech firm that created the mobile world - with more than 54,000 patents to our name,we've made it our business to make a mark. When joining our team at Ericsson, you are empowered to learn, lead, and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?

RAN Software & Compute Platforms Engineering (RCE) is a unit with responsibilities for software and compute, focusing on next-gen development for open and cloud-native RAN software. With high-performing programmable networks, the unit helps Ericsson maintain technology leadership.

A Senior Product Support Professional joining our global RCE Customer Experience Technical Support Sector is accountable for providing superior RAN technical support expertise for customer solutions. This role is a natural fit for engineers with a strong RAN SW design and systems background: you will apply deep system-level understanding to isolate faults in complex, live networks and take a leading role in technical taskforces - narrowing broad, ambiguous problem spaces down to a precise root cause, hand-in-hand with Design.

What you will do:

• Serve as the primary point of contact between Design teams and customer needs, translating field insights into product fixes and system improvements.
• Engage directly and frequently with customer stakeholders, including technical leaders and cross-functional Market Area and customer teams.
• Partner closely with regional Market Areas, Service Delivery organizations and NPI teams, to ensure issues are resolved swiftly and solutions are communicated clearly.
• Provide expert competence on RAN products and features in live networks.
• Partner closely with Design and development teams - systematically narrowing investigations together and feeding field insight back into product and system design.
• Identify faults and apply troubleshooting techniques across RAN SW Solutions.
• Apply system-level and design thinking to structure investigations, form and test hypotheses, and converge quickly on root cause.
• Lead and drive Technical Taskforces - owning the investigation from a broad, ambiguous search span to a confirmed root cause and drive effective communication with customers and technical teams.
• Take part in product introduction and integration activities, including field trials, demos, NPIs, and commercial deployment support.
• Provide on-site and remote technical deployment support and integration when required.
• Drive major improvement and innovation initiatives and lead knowledge-sharing activities.
• Drive Field Observability and Supportability into RAN solutions.
• Support digitalization efforts by using AI/ML and automation to drive efficiency in workflows.

The skills you bring:

Core skills:

• Strong end-to-end RAN hands-on troubleshooting expertise (field/test/integration/development).
• RAN SW design and systems understanding (for example, KPI step functions; Layer 1-3 SW subsystems; architecture and design of RAN features; troubleshooting RAN feature correlations).
• Proven ability to drive technical taskforces and lead structured fault isolation - taking a broad problem space down to a precise root cause in collaboration with Design.
• Hands-on experience with AI tools and their application to troubleshooting.
• BSc or higher in a related field (Telecommunications, Electrical Engineering, SW Engineering, Computer Science).

Would be considered an asset:

• RAN SW design, development, or maintenance experience—a design/architecture background is a strong advantage.
• Cloud-native and/or Open RAN competence—or a strong foundation to learn.

Other skills:

• Solid analytical and problem-solving skills, with curiosity and a drive to get to the bottom of issues.
• Customer-first mindset; high degree of flexibility in a changing environment.
• Confidence to challenge the status quo when needed and present complex topics to customers, leadership, or senior management.
• Strong English communication skills.
• Proven track record working across organizations; excellent interpersonal skills and ability to build effective networks.
• Creativity, can-do attitude, and out-of-the-box thinking.

Growth and Career Path

This role offers direct exposure to customers, senior technical leaders, and cross-functional R&D teams - accelerating both technical and customer-facing career trajectories. Depending on your strengths and interests, typical advancement paths include:

• Architecture and Solutions: Solution Architect or RAN Systems Architect, shaping system design and cross-domain behaviors informed by field experience.
• Product and Portfolio: Product Owner or Product Manager roles translating customer needs and field insights into roadmap priorities and measurable outcomes.
• Customer Leadership: Technical Account Manager or Customer Engineering Lead, owning strategic technical relationships and outcomes with key customers.

Why join Ericsson?

At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world’s toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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. Ericsson is proud to be an Equal Opportunity employer, learn more.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [e-mail].

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city: Canada (CA) || Ottawa (Country/ City)

Job details: Developer

Compensation and Benefits at Ericsson

At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

Your Pay

The salary offered is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

The salary range for this position is

• Ottawa: $129,500CAAD- $170,100CAD

Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.

Your Health

Ericsson offers excellent health benefits including the choice of 3 medical and dental plan options that allow an employee to select the level of coverage that suits their needs. Core level coverage is paid for fully by Ericsson.

Your Financial Security

We invest in both your short and long-term financial wellbeing. Ericsson’s Group Retirement & Savings Program offers an automatic 2% company contribution into the Pension Plan. Ericsson also offers a 50% match of employee’s contribution into the Registered Retirement Savings Plan, up to 8% of the employee’s contribution (maximum of 4% match). This leads to a total company contribution potential of 6%. Employees will also basic life insurance and basic accidental death and dismemberment coverage at two-times annual base pay at no cost, as well as short-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.

Your Time

Your work-life balance is important to us. New employees are provided a minimum of 18 days of accrued vacation, at least 3 personal days, minimum 10 holidays, 1 volunteer day, and sick days. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 10 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Additional Benefits

Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, wellness account, and recognition programs.