Senior Support Engineer - Core Networks

Ericsson; Gurgaon; On-site; INR 600,000 - 900,000; Full time

Job summary

Ericsson is seeking a dedicated Support Engineer to provide data-driven solutions for customer-reported problems, aligning with SLAs and established processes.

You will focus on fault prevention, identification, and stabilization while expanding knowledge of products, networks, and technologies; involvement grows with experience. This role emphasizes proactive communication and reliable incident handling.

Qualifications

• Experience in managing customer service requests end-to-end.
• Ability to analyze data to identify issues and improvements.
• Strong ownership of incident resolution and customer satisfaction.
• Familiarity with change, release, and ITIL-like processes is a plus.
• Proactive communication and collaboration with clients and teams.
• Understanding of ML concepts is advantageous for data-driven support.

Responsibilities

• Own Customer Service Requests from validation through resolution.
• Respond quickly in emergencies to restore customer networks.
• Oversee SLA/KPI performance and drive improvements.
• Provide data-driven support to prevent service degradation.
• Plan and execute contracted software implementations in customer networks.
• Apply corrective actions when software loading fails.

Skills

Customer Problem Management

Change and Improvement Management

Preemptive support

CS Portfolio

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

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.

Requirements: