Customer Tech Lead – Telecom Support

Ericsson GmbH; Riyadh; On-site; SAR 360,000 - 480,000; Full time

Job summary

Ericsson is seeking a Customer Technical Manager in Riyadh to lead local support operations and guide cross-functional teams in resolving complex customer issues. The role blends technical leadership with service delivery, ensuring adherence to SLAs, RCA reviews, and knowledge sharing.

The candidate will manage critical/priority cases, coordinate with SDMs, and pursue potential add-on opportunities, while keeping a strong customer relationship across stakeholder groups.

Qualifications

• Education: Engineering BSC or equivalent.
• Min technical experience in Telecom of 5 Years.
• Working in Operating/Integrating/Supporting any of the following technology domains.
• Mobile Network experience
• Technical team leading working experience.

Responsibilities

• Handle and resolve Customer issues, providing dedicated support.
• Deliver results & meet customer expectations, leading Software Uplift activities.
• Handle Customer and internal Stakeholders from Technical perspective, working with diverse team.
• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.
• Analyse and troubleshoot to handle and provide support in critical and Emergency cases when needed.
• Interface and interact with the relevant stockholders within organization and ensure the timely progress on Customer-service-request for Critical/ Priority cases.
• Be available to handle customer technical queries all the time and ensure timely response.
• Make constant efforts to be updated on relevant technical skills all the time.
• Secure handover from Project and ensure all the technical check points are completed.
• Promote knowledge sharing sessions with stakeholders.
• Review the relevant technical document i.e., RCA.
• Provide technical support to SDM in all respect.
• Ensure that KPIs are met according to SLA.
• Identify potential add on sales opportunities and address to the SDM.

Skills

Customer relationship management

Stakeholder management

Technical discussions

Problem solving

Education

Engineering BSC or equivalent

Telecom experience

Tools

OpenStack

Kubernetes

Job description

Ericsson is seeking a Customer Technical Manager in Riyadh to lead local support operations and guide cross-functional teams in resolving complex customer issues. The role blends technical leadership with service delivery, ensuring adherence to SLAs, RCA reviews, and knowledge sharing.

The candidate will manage critical/priority cases, coordinate with SDMs, and pursue potential add-on opportunities, while keeping a strong customer relationship across stakeholder groups.