Customer Support Engineer

Employer and Work Authorization Join our Team 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, H-1B1, E-3, O-1, and TN. Ericsson also does not hire F-1 working on CPT or EAD for this position. About the 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 stabilization, 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+ 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. Primary Country and City United States (US) – Plano Compensation and Benefits Salary range is dependent on various factors including location and candidate’s qualifications. Short‑Term Variable Compensation Plan (SIP): Annual bonus opportunity based on performance. Health benefits: Three medical plan options and a dental plan option available. Company credits equal to the cost that Ericsson pays toward premiums for yourself and eligible covered dependents. Financial Security: Ericsson US 401(k) Plan with automatic 3% company contribution and matching contributions. Additional life, accidental death, short‑term and long‑term disability coverage plus optional stock purchase plan. Time Off: Minimum 15 days vacation, up to 3 personal days per year, 11 holidays, 8 hours volunteer time, 80 hours sick time. Up to 16 weeks paid maternity leave and 6 weeks paid parental or adoption leave at 100% pay. Additional benefits: Financial wellness programs, educational assistance, matching gifts, and recognition programs. Equal Opportunity Employer Ericsson is proud to be an Equal Opportunity employer. Disability Accommodation If you need assistance or to request an accommodation due to a disability, please contact Ericsson at View email address on click.appcast.io. #J-18808-Ljbffr Ericsson