Job Summary

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.

What will you do :

General

- Handle and resolve Customer issues
- Provide dedicated support
- Deliver results meet customer expectations
- Handle Software Update Management (SUM)
- Handle Customers and internal Stakeholders from Technical perspective
- Work with diverse team

Operational

- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
- Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
- Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
- Available to handle customer technical queries all the time and ensure timely response
- Make constant efforts to be updated on relevant technical skills all the time
- Participate in Project activities and involve as needed
- Take handover from Project and ensure all the check points completed




- Organize and deliver the Knowledge sharing sessions with stakeholders
- Review and prepare the relevant technical document i.e. RCA

Customer Specific

- Good Working Relationship with Customer and Working groups
- Take part in Operational review meetings as and when required
- Understand and get updated on solution deployed in customer network
- Make customer aware on product Life cycle i.e. HW or SW
- Interface with customer for planned activities in network as needed

Business Related

- Provide technical support to Service delivery Manager in all respect
- Participate and contribute during pre-sales engagement activities, if needed
- Understanding of the contractual obligation for support delivery
- Ensure that KPIs are met according to SLA
- Identify the add on sales opportunities

All academic credentials must be from recognized and accredited institutions and are further subject to verification.

Primary country and city: India (IN) || Mumbai

What you will bring

Behavioral Competences

- Creating Innovating
- Entrepreneurial Commercial thinking
- Persuading Influencing
- Applying Expertise technology
- Analyzing
- Delivering Results Meeting Customer expectations

Soft Skills

- Presentation Communication skills




- Teamwork collaboration skills
- Market insight
- Financial Understanding
- Consultative Selling Skills
- Negotiation Skills
- Leadership Skills

Education Qualification

- Education: BE/B Tech or equivalent
- Min years of experience: 8+ Years

Skill Experience

- Working in a virtual Environment is must. Should have good exposure to working with
- OpenStack (CEE)
- Kubernetes (CCD)
- Cloud Networking (SDI SDN)
- Cloud Storage
- REDHAT Open stack ( RHOSP )
- REDHAT Open shift ( RHOCP )
- CEPH and Other Storage solutions.
- Excellent Understanding about Cloud Networking ( OSPF , BGP,BFD etc)
- An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
- Should able do tracing and complex logs analysis for Cloud Nodes
- Exposure to any of the following Cloud Core applications/setting is desired
- Mme/amf/smf/pcc
- EPG/Packet Gateway
- SAPC/CCPC/5G Policy Controller
- CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
- IP Routing
- IMS
- Strong technical acumen should be exhibited when dealing with complex customer issues.
- Should have worked in a telecom support function earlier
- Past experience with Ericsson will be preferred
- Good knowledge of 3GPP in Cloud area

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Support Engineer Cloud (Mumbai)
🏢 Ericsson
📍 Mumbai