Support Engineer- Cloud @ Cradlepoint

About Ericsson

Ericsson is a world-leading provider of telecommunications equipment services to mobile fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, more than 40 percent of the worlds mobile traffic passes through Ericsson networks. Using innovation to empower people, business society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture an innovative engaging environment where employees enhance their potential every day. Our employees live our vision, core values guiding principles. They share a passion to win a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning growth opportunities that allow you to acquire the knowledge skills necessary to reach your career goals.

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.

Responsibility and Tasks

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

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

Position Qualifications

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 Years of Experience
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/environment 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