Customer Support Engineer Intern: Data-Driven Solutions

Ericsson GmbH; Plano, Northern (TX, KY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Ericsson, Plano, TX, invites applications for a Support Engineer who thrives on solving problems and stabilizing networks. You will own customer service requests, analyze issues, and coordinate with account teams to improve service delivery.

You bring strong technical aptitude, data analysis skills, and experience with customer success processes. Our team values proactive communication, documentation, and adherence to SLAs as you help restore operations and prevent faults.

Qualifications

• Customer Problem Management is required.
• Ability to manage and resolve service requests within SLAs.
• Experience analyzing network or product issues for resolution.
• Strong communication with customers and internal teams.
• Knowledge of change and release processes.

Responsibilities

• 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.

Skills

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 Sharing

Release and Change Management

Tools

Microsoft Office

Job description

Ericsson, Plano, TX, invites applications for a Support Engineer who thrives on solving problems and stabilizing networks. You will own customer service requests, analyze issues, and coordinate with account teams to improve service delivery.

You bring strong technical aptitude, data analysis skills, and experience with customer success processes. Our team values proactive communication, documentation, and adherence to SLAs as you help restore operations and prevent faults.