ERC Americas Recovery Leader

Ericsson; 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

Join our Team

About 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 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 phase or cross-domain task forces and RCA CSRs
• Drive an effective collaboration internally while interacting closely with our customers
• Remove barriers and address complex situations about technical and business challenges while driving the emergency
• Participate with various levels of Local and Global Support management in post-event improvement activities

You will bring:

• Minimum 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, etc.
• Broad Solution and Networking experience in a Telecom domain preferably in E2E network‑level troubleshooting
• Demonstrated leadership, excellent analytical & problem‑solving capability and negotiation skills
• Good communication skills; including oral, written and presentations
• Customer orientation, excellent collaboration, and conflict management skills
• The 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 decisions
• Advanced English proficiency, both written and spoken
• Availability to work rotating shifts

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: Mexico (MX) || Mexico City