Customer Support Engineer Intern

Ericsson GmbH; Plano (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Ericsson is seeking a Support Engineer in Plano, TX to manage customer service requests and drive issue resolution across customer networks.

You will analyze problems, coordinate with internal teams, and ensure alignment with contractual SLAs while delivering data-driven improvements and facilitating rapid restorations when incidents occur. A strong customer-focus and proactive communication are required.

Qualifications

• Experience handling customer service requests and coordinating with internal teams.
• Ability to analyze issues, identify root causes, and propose effective solutions.
• Strong communication and collaboration skills to manage customer expectations.

Responsibilities

• Own and manage Customer Service Requests from intake to resolution.
• Adhere to CS delivery norms and current processes.
• Investigate and report security-related issues per contract.
• Contribute to emergency responses to restore customer networks quickly.
• Plan software deployments in customer environments for optimal performance.

Skills

Customer Problem Mgmt

Change & Improvement

Data Analysis

Negotiation

Customer Success

Job description

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.

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].

DISCLAIMER: 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.