Support Engineer

Ericsson; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ericsson is seeking a knowledgeable Support Engineer in Mumbai to provide data‑driven solutions for customer issues, advancing network stability. You will diagnose, resolve, and escalate as needed, with on‑site support when remote access is insufficient and on‑call rotations 24/7 to handle emergencies.

The role emphasizes strong RAN knowledge, fault isolation, and collaboration with internal teams to ensure seamless customer service in a fast-paced telecom environment.

Qualifications

• 4–5 years of experience with 5G/4G RAN features.
• Experience in telecom support, Level 2, or integration functions.
• Experience with Ericsson preferred.
• Willingness to participate in on-site support and on-call duties.

Responsibilities

• Research, diagnose, troubleshoot, and resolve customer issues promptly.
• Lead investigations and drive resolution across the CS portfolio.
• Participate in on-site activities when remote access is insufficient.
• Contribute to fault isolation and restoration of customer networks.
• Support problem management and security reviews as SME.
• Be on 24/7 on-call roster to handle emergencies.
• Directly contact customers to discuss problems via portals, Teams, or in person.

Skills

5G/4G RAN features

Troubleshooting skills

Log tracing & analysis

RAN configurations (MSRBS/DSS/CA)

Customer communication

Problem solving under pressure

On-call readiness

Security awareness

Cross-team collaboration

Tools

MSRBS configurations

RAN diagnostics tools

Customer support portal

Job description

About this opportunity

At Ericsson, we are seeking a knowledgeable and dedicated Support Engineer to join our team. In this pivotal role, you will be charged with providing data‑driven solutions to customer reported issues in line with set processes and Service Level Agreements. The role involves identifying, isolating, and resolving faults, as well as working towards network stability. As your experience grows, you'll handle more operational and technical issues for specific customers, solutions, or domains.

What you will do

• Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.
• Work with different systems, software, and hardware and follow standard procedures to elevate unresolved issues to appropriate internal departments.
• Lead investigations and drive the resolution of customer issues throughout the CS portfolio.
• Participate in on‑site activities, particularly when remote access is insufficient.
• Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions.
• Support problem management in identifying and categorizing significant operational or business impacting problems.
• Participate in Security Reviews as the primary contact for customers and subject‑matter expert in security matters.
• Be added to the on‑call roster (24/7) to handle emergency issues raised by our customers.
• Contact customers directly to discuss and understand their problem and provide technical information via the customer support portal, documentation, MS Teams sessions or in person at the customer’s premises.

The skills you bring

• 4 to 5 years of strong knowledge about 5G/4G RAN latest features.
• Strong technical acumen when dealing with complex customer issues.
• Strong configuration knowledge of various RAN solutions in MSRBS/DSS/CA.
• Capability to trace and analyze complex logs for RAN nodes.
• Knowledge of call flows, protocols, and interfaces related to 5G RAN network.
• Ability to technically analyze and approve solution implementation for the customer.
• Exceptional troubleshooting skills to resolve customer issues without escalating to the next level.
• Basic troubleshooting of transport and core networks.
• Experience in telecom support, care, Level 2, R&D, or integration functions.
• Experience with Ericsson preferred.
• Well versed with the customer support process.

Why join Ericsson?

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

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.

Primary country and city: India (IN) | Mumbai