Support Engineer

5 days ago

Bengaluru, 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

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.

Requirements

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

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