Senior Support Engineer - Core Networks

Ericsson GmbH; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ericsson GmbH is seeking a dedicated Support Engineer to provide data-driven solutions to customer-reported problems within established processes and SLAs. The role emphasizes fault prevention, identification, resolution, and stabilisation, with growing responsibility for operational and technical issues across customer networks.

The successful candidate will own customer service requests, assist in emergency restorations, and drive improvements through consultative approaches while expanding

Qualifications

• Experience in customer service/support environments.
• Ability to interpret data-driven insights for issue resolution.
• Knowledge of SLA/KPI frameworks and service delivery processes.

Responsibilities

• Own and manage customer service requests from validation to resolution.
• Assist in emergency restorations to minimize downtime for customer networks.
• Monitor SLA/KPI performance and drive improvements through consultative actions.
• Conduct data-driven support to prevent service degradation and optimize performance.
• Plan and execute contracted software implementations in customer networks.

Skills

Customer Problem Management

Change and Improvement Management

Preemptive support competence

CS Portfolio competence

Data Analysis

Negotiation

Customer Success

Machine Learning

Customer Relationship Building

CSR Handling Process

Trade Compliance

Knowledge Transfer and Reuse

Knowledge Sharing and Collaboration

Release and Change Management

Job description

Join our Team

About this opportunity: We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, you'll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.

What you will do:

• Own Customer Service Requests, managing them from contract validation, through issue resolution.
• Play an active role in emergency situations to ensure timely restoration of customer networks.
• Oversee SLA and KPI performance, driving enhancements through consultative approaches to ensure customer satisfaction and contractual fulfillment.
• Conduct data-driven support, assisting in the prevention of service or performance degradation for our customers.
• Plan and execute contracted software implementations in customer networks, maintaining functionality and efficiency.
• Implement appropriate corrective actions in the event of unsuccessful software loading.

The skills you bring:

• Customer Problem Management.
• Change and Improvement Management.
• Preemptive support competence.
• CS Portfolio competence.
• Data Analysis.
• Negotiation.
• Customer Success.
• Machine Learning.
• Customer Relationship Building.
• CSR Handling Process.
• Trade Compliance.
• Knowledge Transfer and Reuse.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.