Support Engineer Cloud

Ericsson; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Ericsson is seeking a Support Engineer in Mumbai to provide technical solutions to customer problems, ensuring adherence to SLAs. The role requires strong experience in cloud technologies and excellent troubleshooting skills.

As part of the Ericsson team, you will collaborate with diverse talents, push the boundaries of technology, and contribute to innovative solutions while maintaining good customer relationships.

Qualifications

• Minimum 8 years of experience in a relevant field.
• Ability to analyze and troubleshoot complex logs.
• Experience handling technical queries in a customer-focused environment.

Responsibilities

• Handle and resolve customer issues.
• Track ongoing customer service requests.
• Maintain good working relationships with customers.

Skills

Experience in a virtual environment

OpenStack exposure

Kubernetes experience

Cloud Networking knowledge

Cloud Storage knowledge

Troubleshooting skills

Cloud networking protocols knowledge

Log analysis ability

Telecom support experience

Knowledge of 3GPP

Education

BE/B Tech or equivalent

Tools

REDHAT OpenStack (RHOSP)

REDHAT OpenShift (RHOCP)

CEPH

Job description

Job Summary

The Support Engineer is responsible for providing solutions to problems reported by customers, following established processes and Service Level Agreements (SLAs). The engineer must have product/domain and/or solution knowledge, customer network knowledge, and an understanding of technology evolution. In cases where additional services are contracted, the engineer handles pre‑emptive measures and software updates. The engineer also implements preventive actions and reports the results of implementation in line with Problem Management.

Responsibilities and Tasks

General

• Handle and resolve customer issues.
• Provide dedicated support.
• Deliver results and meet customer expectations.
• Handle Software Update Management (SUM).
• Handle customers and internal stakeholders from a technical perspective.
• Work with a diverse team.

Operational

• Track ongoing customer service requests and ensure proper prioritization.
• Analyze and troubleshoot to provide support in critical and emergency cases.
• Interface and interact with relevant stakeholders to ensure timely progress on critical/priority cases.
• Be available to handle technical queries at all times.
• Continuously update technical skills.
• Participate in project activities as needed.
• Take handover from projects and complete all checkpoints.
• Organize and deliver knowledge‑sharing sessions with stakeholders.
• Review and prepare relevant technical documents, e.g., RCA.

Customer‑Specific

• Maintain good working relationships with customers and working groups.
• Participate in operational review meetings as required.
• Understand and keep updated on solutions deployed in customer networks.
• Inform customers about product life cycle (hardware or software).
• Coordinate planned activities in the network with customers.

Business‑Related

• Provide technical support to the Service Delivery Manager.
• Participate and contribute during pre‑sales engagement activities, if needed.
• Understand contractual obligations for support delivery.
• Ensure KPIs are met according to SLAs.
• Identify add‑on sales opportunities.

Position Qualifications

Behavioral Competences

• Creating & Innovating
• Entrepreneurial & Commercial thinking
• Persuading & Influencing
• Applying Expertise & Technology
• Analyzing
• Delivering Results & Meeting Customer Expectations

Soft Skills

• Presentation & Communication skills
• Teamwork & collaboration skills
• Market insight
• Financial understanding
• Consultative selling skills
• Negotiation skills
• Leadership skills

Minimum Qualifications & Skill Experience Requirements

• Education: BE/B Tech or equivalent.
• Minimum years of experience: 8+ years.

Skill Experience

• Experience in a virtual environment is required.
• Exposure to OpenStack (CEE), Kubernetes (CCD), Cloud Networking (SDI & SDN), Cloud Storage.
• Experience with REDHAT OpenStack (RHOSP) and REDHAT OpenShift (RHOCP).
• Experience with CEPH and other storage solutions.
• Excellent understanding of cloud networking protocols (OSPF, BGP, BFD, etc.).
• Exceptional troubleshooting skills to resolve customer issues without escalation.
• Ability to trace and analyze complex logs for cloud nodes.
• Familiarity with cloud core applications/environments such as MME/AMF/SMF/PCC, EPG/Packet Gateway, SAPC/CCPC/5G Policy Controller, CCSM/CCDM/CCRC, IP Routing, IMS.
• Strong technical acumen for complex customer issues.
• Previous experience in a telecom support function.
• Past experience with Ericsson is preferred.
• Good knowledge of 3GPP in cloud areas.

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.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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.

Primary country and city: India (IN) || Mumbai

Req ID: 779618