Customer Support Engineer Intern

Ericsson; Plano (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Ericsson in Plano, TX is seeking a Support Engineer to join our team. You will own customer service requests from contract validation to issue resolution, applying data-driven approaches to stabilize networks and prevent faults.

You will work with product knowledge, plan software deployments in customer networks, support add-on sales with account teams, and uphold CS delivery standards while fostering clear communication.

Qualifications

• Experience in customer service and problem management.
• Ability to analyze data and diagnose issues.
• Knowledge of product security matters per contract.
• Experience supporting networks and enterprise customers.
• Strong communication and proactive problem-solving.

Responsibilities

• Own and manage Customer Service Requests from contract validation to issue resolution.
• Ensure compliance with CS delivery norms and updated ways of working.
• Investigate, analyze, report and propose solutions for product security matters.
• Assist in emergency situations to restore customer networks quickly.
• Plan and execute contracted software implementations in customer networks.
• Support add-on sales with account teams to expand business.
• Regularly update content from Knowledge Management processes and suggest improvements.

Skills

Customer Problem Management

Change and Improvement Management

Strong technical aptitude

Data Analysis

Negotiation

Customer Success

Agentic AI

MS Office Suite

Relationship Building

CSR Handling Process

Knowledge Transfer

Trade Compliance

Knowledge Sharing

Release and Change Management

Job description

• CSR Handling Process.

Join our Team

Location: Plano, TX.

Start date: Summer 2027

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 excited to present the opportunity to join our esteemed Ericsson team as a Support Engineer. If you have the passion for finding solutions and stabilizing issues, the prowess to work with data-driven solutions, deep knowledge of products, customer networks, and evolving technology, and an aptitude for handling operational and technical issues for dedicated customers or domains, we invite you to apply. This role demands a sharp and proactive problem-solver, thorough with established processes and Service Level Agreements, who seeks to provide support and prevent faults through vigilance, initiative and effective communication.

What you will do

• Own and manage Customer Service Requests, from contract validation to issue resolution.
• Remain compliant with CS delivery norms and strategies, following the most recent agreed ways of working.
• Investigate, analyse, report, and propose solutions for product security related matters as per contract.
• Contribute to emergency situations, facilitating quick restoration of customer networks.
• Plan and ensure contracted software implementation in customer networks for optimal performance.
• Drive add-on-sales, assisting account teams to expand business with their customers.
• Utilize and regularly update content from the Structured Knowledge Management Process, and actively suggest content improvement.

The skills you bring

• Customer Problem Management.
• Change and Improvement Management.
• Strong technical aptitude.
• Data Analysis.
• Negotiation.
• Customer Success.
• Agentic AI
• MS Office Suite
• Customer Relationship Building.
• CSR Handling Process.
• Knowledge transfer and re-use.
• Trade Compliance.
• Knowledge Sharing and Collaboration Skills.
• Release and change management.

What happens once you apply

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.