Emergency Handling Lead - Solution Architect

Ericsson GmbH; Santiago de Querétaro; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

Ericsson GmbH is seeking a Solution Architect to join Global Emergency Handling (GEH). The role focuses on technical leadership, fault isolation of network and solution-level issues, and timely stabilization of customer networks.

You will work across local and global teams to resolve emergencies and drive improvements. Requires a Bachelor’s degree in Engineering or Computer Science, 5+ years in Customer Support, and strong English communication skills.

Qualifications

• Bachelor’s degree in Engineering or Computer Science or equivalent experience.
• 5+ years of Customer Support experience.
• Solid technical background with hands-on experience in Telecom Products (e.g., 5GC, EPC, Cloud, IMS).
• Broad Solution and Networking experience in a Telecom domain, preferably end-to-end troubleshooting.
• Demonstrated leadership, analytical & problem-solving capabilities, and negotiation skills.
• Excellent communication skills (oral, written, presentations).
• Customer orientation with excellent collaboration and conflict management skills.
• Ability to remain calm under stressful situations and consider inputs before decisions.
• Advanced English proficiency, both written and spoken.
• Availability to work rotating shifts.

Responsibilities

• Be responsible for Emergency Handling Services and restoring the customer systems in the shortest possible time.
• Actively contribute to the delivery of customer projects beyond Emergency Handling.
• Brainstorm and provide solutions to customers' problems during emergencies and in post-mortem phases or cross-domain task forces and RCA CSRs.
• Drive effective internal collaboration while interacting closely with customers.
• Remove barriers and address complex technical and business challenges during emergencies.
• Participate with Local and Global Support management in post-event improvement activities.

Skills

Leadership

Customer Support

Networking

Telecom Products

English Proficiency

Problem Solving

Communication

Education

Bachelor’s degree in Engineering or Computer Science

Job description

Ericsson GmbH is seeking a Solution Architect to join Global Emergency Handling (GEH). The role focuses on technical leadership, fault isolation of network and solution-level issues, and timely stabilization of customer networks.

You will work across local and global teams to resolve emergencies and drive improvements. Requires a Bachelor’s degree in Engineering or Computer Science, 5+ years in Customer Support, and strong English communication skills.