ERC Americas Recovery Leader

Ericsson GmbH; Ciudad de México; On-site; MXN 720,000 - 980,000; Full time

Job summary

Ericsson is seeking a Solution Architect to join Global Emergency Handling. You will lead emergency response, diagnose network and solution-level issues, and drive rapid restoration for customers in a high-pressure telecom environment.

Ideal candidates have 5+ years in customer support, strong technical telecom knowledge (5GC, EPC, IMS), and proven leadership in fast-moving projects. The role requires English proficiency and willingness to rotate shifts.

Qualifications

• Bachelor’s degree in Engineering or Computer Science or equivalent experience.
• 5+ years of Customer Support experience in a telecom environment.
• Strong technical background with telecom product knowledge (5GC, EPC, Cloud, IMS).
• Proven leadership, analytical, and negotiation skills.
• Excellent written and verbal communication; able to present clearly.
• Willingness to work rotating shifts; customer-oriented.

Responsibilities

• Lead Emergency Handling services to restore customer systems quickly.
• Provide technical and leadership support during emergencies and post-mortems.
• Collaborate with local and global support teams and customers.
• Coordinate cross-domain tasks and drive RCA CSRs.
• Participate in post-event improvements and cross-functional reviews.
• Communicate clearly with customers and internal stakeholders during crises.

Skills

Leadership

Analytical thinking

Communication skills

Customer focus

Negotiation

Education

Bachelor’s degree in Engineering or Computer Science

Tools

5GC

EPC

Cloud

IMS

Job description

Join our TeamAbout this opportunity:Ericsson is looking for a Solution Architect to join our Global Emergency Handling (GEH) to take on new challenges in their careers by stepping up into more leadership roles while exerting their technical skills in resolving our customers’ problems.GEH Europe is a team of Recovery Leaders, Emergency Performance Managers and Solution Support Engineers/Solution Architects within the Customer Support organization providing end-to-end Emergency Handling services for customers globally.This is a key role that provides a new opportunity for career growth within customer support from both technical and management aspects.The profile we are looking for is expected to provide technical and leadership support services to our customers.As a Support Solution Architect, you will take part in fault isolation of network and solution-level issues, and resolve problems to stabilize and optimize customer networks in a timely manner.What you will do:Be responsible for Emergency Handling Services and accountable for restoring the customer systems in the shortest possible timeActively contribute to the delivery of customer projects beyond Emergency HandlingBrainstorm and provide solutions to customers' problems during emergencies and in post-mortem phase or cross-domain task forces and RCA CSRsDrive an effective collaboration internally while interacting closely with our customersRemove barriers and address complex situations about technical and business challenges while driving the emergencyParticipate with various levels of Local and Global Support management in post-event improvement activitiesYou will bring:Minimum Bachelor’s degree in Engineering or Computer Science or equivalent experience5+ years of Customer Support experienceSolid technical background with hands-on experience in Telecom Products e.g. 5GC, EPC, Cloud, IMS, etc.Broad Solution and Networking experience in a Telecom domain preferably in E2E network-level troubleshootingDemonstrated leadership, excellent analytical & problem-solving capability and negotiation skillsGood communication skills; including oral, written and presentationsCustomer orientation, excellent collaboration, and conflict management skillsThe ability to remain calm and focused under extremely stressful situations and be open minded when approaching problems, considering all inputs and available alternatives before making decisionsAdvanced English proficiency, both written and spokenAvailability to work rotating shiftsWhy 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?Click Here to find all you need to know about what our typical hiring process looks like.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 CityReq ID: 792209