Enterprise Support Engineer I

Ericsson; Ciudad de México; On-site; MXN 180,000 - 240,000; Full time

Job summary

Ericsson, via Cradlepoint, is hiring an entry-level Enterprise Support Engineer in Mexico City. You will support customers by phone, email, chat, and case management systems, troubleshoot hardware/software/networking issues, collect logs, and follow established processes under guidance.

You should have foundational networking knowledge (IP addressing, routing, VLANs, DHCP/DNS, VPN), strong communication, and an associate degree in IT or related field, with 0–2 years of experience.

Qualifications

• Associates degree and up to 2 years in technical support or networking.
• Foundational networking concepts required.
• Willingness to learn and adapt in an AI-enabled environment.

Responsibilities

• Provide technical support to customers via phone, email, chat, and case management systems.
• Troubleshoot hardware, software, connectivity, configuration, and networking issues.
• Gather logs, diagnostic data, and relevant information needed for problem resolution.
• Follow established troubleshooting methodologies and support processes.
• Escalate issues appropriately and collaborate with senior team members when needed.
• Maintain accurate case documentation and clear, professional customer communications.
• Participate in training programs, certifications, and technical development activities.
• Contribute to team knowledge sharing and documentation efforts.

Skills

Networking basics

IP addressing

VLANs

DHCP/DNS

VPN concepts

Education

Associate degree in IT/CS/Networking

Job description

Join our Team

About this opportunity:

Cradlepoint, a part of Ericsson, was born in Boise and built for wireless. We help customers, across industries and around the world, utilize LTE and 5G cellular technology to connect people, places, and things, anywhere. We’re at the forefront of the Wireless WAN and 5G.

The Enterprise Support Engineers troubleshoot, escape, and resolve customer issues regarding Cradlepoint products and/or services and educate customers on best practices when utilizing Cradlepoint. This is an entry-level position designed for someone building foundational technical knowledge and customer communication skills, with the support of experienced engineers. You will manage support cases, grow your troubleshooting expertise, and work toward greater independence over time.Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services.

What you will do:

• Provide technical support to customers via phone, email, chat, and case management systems
• Troubleshoot hardware, software, connectivity, configuration, and networking issues
• Gather logs, diagnostic data, and relevant information needed for problem resolution
• Follow established troubleshooting methodologies and support processes
• Escalate issues appropriately and collaborate with senior team members when needed
• Maintain accurate case documentation and clear, professional customer communications
• Participate in training programs, certifications, and technical development activities
• Contribute to team knowledge sharing and documentation efforts
• Meet departmental performance, service, and quality expectations

The skills you bring:

• Foundational understanding of networking concepts: IP addressing, routing, switching, wireless, and cloud-managed solutions
• Familiarity with network layers, including VLANs, NAT/PAT, DHCP, DNS, TCP/UDP, firewalls, and VPN concepts
• Ability to follow documented troubleshooting procedures and identify root causes with guidance
• Professional communication skills with both customers and internal teams; ability to maintain detailed case notes
• Associate degree in IT, Computer Science, Networking, or a related field — or equivalent practical experience
• 0–2 years of experience in technical support, networking, wireless, or IT preferred
• Eagerness to learn new technologies and continuously develop technical expertise
• AI is becoming core to how we build and deliver at Ericsson. We're seeking talent who are ready to learn, adapt, and develop the skills needed to thrive in an AI-enabled future.

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.

What happens once you apply? 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. learn more.

Primary country and city: Mexico (MX) || Mexico City