Customer Support Engineer

Ericsson; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Ericsson in Plano, TX is seeking a dedicated Support Engineer to provide data-driven, Level 2 RAN support, troubleshooting, and incident resolution, aligned with SLAs. You will work on LTE/5G knowledge, automation, and analytics to improve operations.

You will develop automation scripts, playbooks, and utilize logs and KPI data. Collaboration with customers and teams to prevent outages and enhance network performance.

Qualifications

• Bachelor’s degree in Engineering, CS, Telecommunications, Data Science, or related field.
• 3+ years of experience in telecommunications, IT operations, or technical support.
• Basic knowledge of LTE and/or 5G RAN technologies.
• Proficient in Python, Shell, or similar scripting languages.
• Strong analytical and customer-focused mindset.
• Excellent communication and teamwork, able to work under pressure.

Responsibilities

• Provide Level 2 support for RAN-related issues in customer networks within SLAs.
• Perform incident troubleshooting and fault isolation using logs, counters, traces, and diagnostic tools.
• Execute standard changes, parameter updates, and software corrections per processes.
• Support problem management with root cause analysis and corrective actions.
• Use AI-based and analytics tools to identify performance trends and anomalies.
• Develop automation scripts, playbooks, workflows, and bots to improve efficiency.

Skills

Python

Shell

LTE/5G knowledge

Analytical thinking

Customer focus

Teamwork

Education

Bachelor's degree in Engineering, Computer Science, Telecommunications, Data Science, or related field

Tools

Diagnostic tools

Logs analysis tools

Job description

Join our Team

Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1’s, H-1B1’s, E-3’s, O-1’s, and TN’s. Ericsson also does not hire F-1’s working on CPT or EAD for this position

About this opportunity

We are seeking a dedicated and dynamic Support Engineer to join our innovative team. In this role, you will provide data-driven solutions to customer-reported problems in alignment with established processes and contracted Service Level Agreements. Focusing on fault prevention, identification, resolution, and stabilisation, you will expand your knowledge of our products, solutions, customer networks, and emerging technologies. With increasing experience, you'll take on a more instrumental role in handling operational and technical issues for our valued customers, specific solutions, or domains.

What you will do

• Provide Level 2 support for RAN-related issues in customer's network, ensuring resolution within agreed SLAs.
• Perform incident troubleshooting, fault isolation, and issue resolution using logs, counters, traces, and diagnostic tools.
• Execute standard changes, parameter updates, and software corrections following approved processes and procedures.
• Support problem management through root cause analysis and implementation of corrective and preventive actions.
• Utilize AI-based and analytics tools to identify performance trends, anomalies, and early warning indicators.
• Develop and maintain automation solutions, including scripts, playbooks, workflows, and bots, to improve operational efficiency and accelerate issue resolution.

The skills you bring

• Bachelor's degree in Engineering, Computer Science, Telecommunications, Data Science, or a related field.
• 3 plus years of experience in telecommunications, IT operations, or technical support (internships and relevant academic projects are also considered).
• Basic knowledge of LTE and/or 5G RAN technologies, mobile network architecture, radio parameters, KPIs, and common fault scenarios.
• Experience with scripting or programming using Python, Shell, or similar languages.
• Strong interest in data analysis, AI concepts, and working with logs, KPIs, alarms, and ticketing systems for troubleshooting and root cause analysis.
• Strong analytical, problem-solving, and customer-focused mindset.
• Excellent communication and teamwork skills, with the ability to work effectively under pressure in a fast-paced operational environment.

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.

Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.

If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [e-mail].

The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.

Primary country and city

United States (US) || Plano (Country/ City)

Job details

Support Engineer

Compensation And Benefits At Ericsson

At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.

• Your Pay The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.
• Short-Term Variable Compensation Plan (SIP): Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
• Your Health Ericsson offers excellent health benefits including the choice of three medical plan options and a dental plan option that allow an employee to select the level of coverage that suits their needs. Employees will receive company credits in an amount equal to the cost that Ericsson pays toward the cost of their medical and dental premiums for themselves and eligible covered dependents.
• Your Financial Security We invest in both your short and long-term financial wellbeing. The Ericsson US 401(k) Plan offers an automatic 3% company contribution and Ericsson match $1 for every $1 you put into the 401(k) Plan on the first 3% of your eligible pay, plus 50 cents on every $1 on the next 2% of eligible pay. When you contribute at least 5% of eligible pay, you are receiving Ericsson’s full matching contributions of 4%. Matching and company automatic contributions stop when your total eligible pay for the year reaches the IRS limits. Employees will also receive company credits in an amount equal to the cost of basic life insurance and basic accidental death and dismemberment coverage, as well as short-term and long-term disability coverage. Employees also have the option to participate in Ericsson’s Stock Purchase Plan.
• Your Time Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
• Additional Benefits Ericsson offers many other company-paid benefits such as financial wellness programs, educational assistance, matching gifts, and recognition programs.