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Support Engineer
2 weeks ago
About this opportunity :
- The support engineer is a member of a team with high skills in supporting customers, 1st line engineers and 3rd part in advanced troubleshooting, fault isolation and remediation, to secure availability and fast resolution of the OSS/BSS product.
- You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
- Every day will bring new and exciting challenges on the job while you:
- Learn and use groundbreaking technologies
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
- Interact with leading technologists around the world
- Work directly with Ericsson Product Development team to help reproduce and resolve customer issues
- Leverage your extensive customer support experience to provide feedback to internal Ericsson teams on how our customers use our services
- Drive customer communication during critical events
Purpose :
We are here to solve product issues for our customer by improving our product long term
- Proactivity in all we do
- Deal with customer support requests according to the defined process
- Provide support in detailed technical queries and solutions to source code level problems
- Create and conclude trouble reports and update it with recommended solutions towards the Design Maintenance team when identifying SW bugs.
- Be part of 24/7 emergency duty and support on critical cases
- Collect customer feedback and submit it to the R&D program to continue improving the product
- Continuously update the knowledge base and share knowledge within the organization
- Participate in FFI (First feature introduction) activities
- Provide onsite support when needed
- Be part of serviceability and service preparation activities.
- Documented and proven knowledge in Cloud Native concepts, docker, Kubernetes, AWS, Azure, GCP
- The awareness of product security, privacy and risk assessment
- Deep competence in troubleshooting and fault isolation using tools in complex IT/Telecom systems
- Understanding, analyzing and troubleshooting code.
- Experience of scripting like bash, python, perl, ansible, cassandra scala (preferred)
- Ability to maintain a professional communication with customers/local companies, especially in critical situations
- Composure and readiness to work under high pressure from our customers/local companies while providing support
- Minimum of 410 years' experience running services on Linux, Technical Support, Emergency Handling, customer ticket handling/ request handling.
- A very strong customer focus
- Ability to juggle many tasks and projects in a fastmoving environment
- Be a selfstarter who is excited about technology.
- Good time management and multitasking capabilities
- Good teammate who is also comfortable working on own initiative
- Flexibility with working hours
- Familiarity with general business terms and processes
- Innovative & creative approach to problem solving coupled with advanced diagnostic & technical analysis skills
- Values of Perseverance, Professionalism, Respect & working with Integrity
- B Tech, M Tech, or similar experience in relevant area (SW development, telco business)
- Working experience in the Telecom area >5 years, preferably longer
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