Customer Support Engineer

Customer Support Engineer

Plano, Texas, United States

Job description Company and benefits Job ID 787108

Join our Team 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.

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.

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.

Important Information 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.

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 (STV): Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on