Solution Architect

Ericsson GmbH; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Ericsson GmbH in Mexico City is seeking a Support Engineer to analyze and troubleshoot tickets from Americas region customers in a fast-paced, highly collaborative technical environment.

You will diagnose Packet Core domain issues, deliver remedies for 4G/5G nodes, and lead root cause analyses while coordinating with R&D and customer teams. The role requires strong scripting, cloud-native experience, and excellent communication in English and Spanish.

Formación

• Bachelor or Master of Engineering.
• 10+ years of experience on core domain nodes.
• 8+ years in support services and operations.
• Hands-on experience in virtualized & Cloud-Native environments.
• Scripting knowledge.
• Ability to represent Ericsson in customer environments.
• Ability to work independently under time pressure.
• Clear articulation of technical issues.
• Excellent collaboration & communication skills.
• Coaching & mentoring skills.
• Willingness to travel on short notice.
• Must speak English and Spanish.
• Able to travel to customer sites as required.
• Available to join on-call roster after hours.

Responsabilidades

• Analyze & troubleshoot tickets for Americas region customers.
• Deliver remedy/resolution and analysis for Packet Core nodes (4G/5G).
• Provide solution-level support to customers.
• Lead root cause analysis & drive escalations.
• Be on-call 24/7 on rotation.
• Travel to customer sites on need basis for local support.
• Utilize CSR, MHWEB, KM & JIRA for ticket handling.
• Provide feedback to R&D.
• Work on Integration Packet Core products.
• Stay updated on new technologies and share knowledge.
• Work across Packet Core & UDM domains.
• Mentor new team members.

Conocimientos

Core domain experience

Virtualized & Cloud-Native

Scripting knowledge

Customer-facing skills

Strong communication

English & Spanish

Willingness to travel on short notice

On-call readiness

Independent decision making

Educación

Bachelor or Master of Engineering

Herramientas

JIRA

CSR

MHWEB

KM

Descripción del empleo

Join our Team

About this opportunity: Are you a highly detailed person who’s not afraid of digging into the data and problem solving? Do you love working with customers in fast paced environment? Ericsson is this place, and we have an exciting opportunity for you in a fast-paced, highly collaborative technical environment! Design your future at Ericsson!

We are now looking for a Support Engineer, who will be responsible to analyze & troubleshoot tickets coming in Americas region customers.

What you will do:

• Perform trouble shooting on Customer Packet Core domain issues/CSRs as primary domain & UDM as secondary domain
• Deliver Remedy/Resolution and analysis for the Packet core 4G & 5G nodes (MME, EPG, PCC, PCG & WMG)
• Good to have knowledge on CCXX nodes
• Provide solution level support to customers
• Lead Root cause analysis & drive escalation independently
• Be on call 24/7 on rotation basis to handle customer issues, escalations and/or Emergencies
• Be willing to travel to Customer sites on need basis for local support activities
• Be able to work on Ericsson standard support tools for tickets such as CSR (Customer Service Request), MHWEB, KM & JIRA
• Provide feedback to R&D
• To be able to work on Integration Packet Core products
• Stay abreast of on new technology/technical areas and share information about solution to enable customer competence build
• Be working across Packet Core & UDM domains
• Mentor new team members

The skills you bring:

• Bachelor or Master of Engineering
• Expert technical knowledge on Core domain nodes: (10+ years of experience)
• Extensive experiences on support services and operations (8+ years)
• Good hands-on experience on virtualized & Cloud-Native environments
• Scripting Knowledge
• Excellent ability to expertly represent Ericsson in customer environment
• Proven ability to work and to make decisions independently and under time pressure
• Articulate technical issues in clear and understandable manner
• Excellent Collaboration Skills
• Superb Communication Skills
• Coaching & Mentoring Skill
• Willingness to travel on short notice
• Must Speak English and Spanish
• Should be able travel to customer site as required
• Available to join Team on-call roster after hours

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. learn more.

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