About this opportunity:
Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customer on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical issues.
CTM with the help of the CNS team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. Expected to be expert in their domain and have very good technical understanding to deliver contracted support services of CSR handling, Problem Management, Proactive Support, and Software Update Handling services. CTM will be closely collaborate with the customer SDM in delivering quality Support Services.
What you will do:
- Handle and resolve Customer issues, providing dedicated support.
- Deliver results & meet customer expectations, leading Software Uplift activities.
- Handle Customer and internal Stakeholders from Technical perspective, working with diverse team.
- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.
- Analyse 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.
- Be 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.
- Secure handover from Project and ensure all the technical check points are completed.
- Promote knowledge sharing sessions with stakeholders.
- Review the relevant technical document i.e., RCA.
- Provide technical support to SDM in all respect.
- Ensure that KPIs are met according to SLA.
- Identify potential add on sales opportunities and address to the SDM.
The skills you bring:
- Education: Engineering BSC or equivalent
- Min technical experience in Telecom of 5 Years
- Working in Operating/Integrating/Supporting any of the following technology domains
- Mobile Network experience
- Technical team leading working experience.
- Evidence of excellent working relationships with customers and Working groups
- Experience in a Virtual Environment/OpenStack/Kubernetes is considered as a plus.
- Local Saudi citizens would be preferred first.
Why join Ericsson?At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Saudi Arabia (SA) || Riyadh
Req ID: 791969
Skills Required
- Bachelor of Science in Engineering or equivalent education
- At least 5 years of technical experience in telecommunications
- Experience operating, integrating, or supporting mobile network technology
- Technical team leadership experience
- Evidence of excellent working relationships with customers and working groups
- Experience with virtual environments, OpenStack, or Kubernetes
- Local Saudi citizenship
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as broad and reliable, with multiple medical plan choices, dental/vision, and mental-health/EAP resources. Available descriptions highlight healthcare and disability insurance as consistent strengths.
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Retirement Support — U.S. materials point to an automatic company 401(k) contribution plus matching that can add up to a notably high employer contribution, and some regions also offer pension options. This structure is often cited as a meaningful component of total rewards.
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Leave & Time Off Breadth — Time-off programs are characterized as generous, with sizable vacation allowances, paid holidays, sick time, volunteer time, and strong parental leave in some locations. PTO is frequently highlighted as a standout element of the package.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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Employees engage in a combination of remote and on-site work.
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