VP Global Customer Support

Ericsson; Boise (ID); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Paid time off

Parental leave

Job summary

Ericsson Enterprise Wireless Solutions seeks a Vice President of Global Customer Support to lead our 24/7 worldwide technical support organization from Boise, ID in a hybrid model (3 days onsite). This executive role drives service quality, incidents handling, and renewal strategy, partnering across Engineering, Sales, and Customer Success.

The candidate will define metrics, govern escalation, and shape the product roadmap with insights from support trends, while managing a diverse,

Qualifications

• 15+ years in technical support, service delivery, or related leadership roles.
• 7+ years leading distributed teams across regions.
• Proven improvements in metrics like MTTR, CSAT, and cost per case.
• Experience scaling support tools and automation capabilities.

Responsibilities

• Lead global customer support operations across regions, ensuring consistent service quality.
• Own incident management and executive escalation processes for critical issues (P0/P1).
• Establish severity definitions, SLAs, escalation paths, and root-cause analysis processes.
• Drive improvements in MTTR, first-contact resolution, CSAT, and cost per case.
• Partner with Engineering to translate support trends into product roadmap input.
• Collaborate with Sales and Customer Success to identify at-risk customers early.
• Evaluate and deploy tools for case management, knowledge management, automation, and AI-enabled support.
• Build and retain a strong global support leadership team with clear career paths.
• Manage the annual support budget to deliver measurable business value.

Skills

15+ years exp

Global leadership

Performance improvements

Automation tools

Cross-functional leadership

Distributed delivery

Executive communication

Travel willingness

MBA preferred

Networking / telecom

Education

Bachelor's degree in Business/Engineering/CS

MBA preferred

Tools

Case Management Systems

Automation Platforms

AI-enabled support tools

Job description

• This role is a hybrid position with the expectation to work onsite (3) three days a week in Boise, Idaho and relocation is not offered for this position.
• 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.

Grow with us!

• This role is a hybrid position with the expectation to work onsite (3) three days a week in Boise, Idaho and relocation is not offered for this position.
• 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

Ericsson Enterprise Wireless Solutions is focused on leading the emerging enterprise 5G networking and security markets, building a differentiated enterprise networking and security portfolio, and scaling a global, multi-channel go-to-market model. The Vice President, Global Customer Support will lead Ericsson's 24/7 global technical support organization, overseeing distributed teams responsible for resolving complex customer and product issues. This is a highly visible leadership role — based in Boise, ID (hybrid, 3 days onsite) — with direct impact on customer experience, retention, renewals, and long-term customer value.

What you will do:

• Lead global customer support operations across regions, ensuring consistent service quality and cost-effective delivery across time zones and delivery partners
• Own incident management and executive escalation processes for critical customer and product issues, including P0/P1 events
• Establish severity definitions, response SLAs, escalation paths, root cause analysis processes, and executive communication protocols
• Drive measurable improvements in key metrics: mean time to resolution, first-contact resolution, customer satisfaction, and cost per case
• Partner with Engineering to translate support trends and recurring issues into product roadmap input and prioritized resolution plans
• Collaborate with Sales and Customer Success to identify at-risk customers early and reduce renewal risk
• Evaluate and deploy tools for case management, knowledge management, automation, and AI-enabled support
• Build and retain a strong global support leadership team with clear career paths and succession planning
• Manage the annual support budget to ensure investments in people, tools, and automation deliver measurable business value

The skills you bring:

• 15+ years in technical support, service delivery, customer operations, or a related operational leadership role
• 7+ years leading teams in multi-region, distributed, or global environments
• Proven track record improving operational performance metrics including resolution time, service quality, and customer satisfaction
• Experience implementing and scaling support tools, case management systems, and automation capabilities
• Strong cross-functional leadership experience with Engineering, Sales, Customer Success, Product, and executive stakeholders
• Experience managing offshore, nearshore, partner, or distributed delivery models
• Executive-level communication skills, including clarity under high-pressure situations
• Ability to lead across multiple time zones and cultures; willingness to travel ~15–25%
• Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent experience); MBA preferred
• Domain experience in networking, infrastructure, enterprise software, wireless, or telecom preferred

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.

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].

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) || Hybrid: Boise, Idaho

Job details:

Service Delivery Manager

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:

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 Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low‑deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company‑provided HSA contribution.

Your Financial Security

We invest in both your short and long‑term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company‑paid employee basic life and AD&D insurance and company‑paid disability benefits.

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 Enterprise Wireless Solutions offers other company‑paid benefits such as a comprehensive Employee Assistance Program, mobile therapy, and volunteer paid time off.