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Support Engineer

4 months ago

gurugram, India Ericsson Full time

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

What you will do :

Purpose :


- We are here to solve product issues for our customer by improving our product long term

- Proactivity in all we do

Role responsibilities :

- 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 on-site support when needed

- Be part of serviceability and service preparation activities.

Required Skills :

- 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

You will bring :

- Minimum of 4-10 years' experience running services on Linux, Technical Support, Emergency Handling, customer ticket handling/ request handling.

To qualify the candidate should have demonstrated key traits required :

- A very strong customer focus

- Ability to juggle many tasks and projects in a fast-moving environment

- Be a self-starter who is excited about technology.

- Good time management and multi-tasking 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

Education :

- B Tech, M Tech, or similar experience in relevant area (SW development, telco business)

- Working experience in the Telecom area >5 years, preferably longer

(ref:hirist.tech)