Support Engineer

About this role
Europe, Middle East, and Africa (EMEA) Market Area is a vibrant hub of innovation, technology, and collaboration. At its core, our Networks organization plays a pivotal role in driving thought leadership and delivering exceptional value in a fast-changing environment, where business realities vary across diverse markets and countries. With almost 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture.
We are looking for a Network Management Support Engineer responsible for providing high-quality customer support on Ericsson Network Management solutions for key customers in Romania, securing service availability and performance, and driving timely resolution of complex incidents and problems. The role sits in the EMEA Service Line Support & Repair organization and contributes directly to customer network stability, contract SLA fulfillment, and customer satisfaction.
You will work closely with customer operations, Ericsson global/Market Area (MA) support organizations, and product units to analyze, troubleshoot and resolve issues across network management platforms and their surrounding ecosystem.
Key responsibilities
• Deliver support service for Ericsson Network management solutions in live customer networks, focusing on a key customers in Romania.• Analyze, troubleshoot and resolve incidents, problems and service requests within agreed SLAs, ensuring accurate root-cause analysis and proper documentation.• Perform in-depth log analysis, tracing and troubleshooting on charging nodes and related components.• Execute workarounds, configuration changes and corrective actions according to Ericsson processes and customer change management routines.• Perform health checks, proactive monitoring and performance analysis, identifying risks and recommending preventive actions to improve stability and customer experience.• Proactively identify recurring issues and risks, propose and drive preventive actions, and contribute to problem records and knowledge base (KB) articles.• Support software updates, patches and hot fixes from a support perspective (impact checks, validation in test/pre-prod, support during implementation and post-change follow-up).• Participate in root cause analysis (RCA) for major incidents and drive implementation and follow-up of corrective and preventive actions.• Collaborate with Global Support, MA teams and Product Development Units to manage complex trouble tickets, escalations and product defects.• Contribute to capacity, performance and stability analysis for network management platforms and recommend improvements.• Participate in on-call / standby rotations as required to provide 24/7 support coverage.• Uphold Ericsson standards for security, compliance, and quality, including adherence to Service Delivery processes and ways of working.• Follow Ericsson health, safety and security directives and customer site rules when working on customer premises.• Actively contribute to continuous improvement, automation, and best-practice sharing within Support & Repair.
Required competencies and experience
Education & background
• Bachelor's degree in Telecommunications, Computer Science, IT, or equivalent.• Typically 5+ years of experience in telecom operations/support, ideally in Network management/OSS domains, preferably in a customer support role.
Technical skills
• Strong knowledge of Ericsson Network Manager (ENM), ENIQ and OMBS • Additional knowledge requested on ENL and SO EM • Solid understanding of telecom networks and protocols, e.g. IP networking, Diameter, SS7/SCCP, SIGTRAN, CAMEL/INAP, HTTP/REST, SOAP, TCP/UDP.• Hands-on experience with Linux/UNIX, scripting (e.g. Bash, Python, Perl) and database concepts (SQL, Oracle/PostgreSQL or similar).• Experience with log/tracing tools, monitoring and ticketing tools used in telco operations (e.g. OSS/NMS, alarms, KPIs, incident & problem management).• Experience with cloud/virtualized environments (VMware, OpenStack, Kubernetes).• Experience with HP HW and SAN storages• Exposure to 5G Core and digital services architecture.
Soft skills
• Strong analytical and troubleshooting skills, with attention to detail and end-to-end thinking.• Customer-focused mindset, able to communicate clearly and professionally with customer technical teams.• Ability to work under time pressure, handle multiple parallel issues and prioritize according to business impact.• Collaborative team player who shares knowledge and supports colleagues in EMEA and globally.• Comfortable working in multicultural, virtual, and distributed teams.
Languages
• Fluent English (spoken and written) is mandatory.• French or Spanish or Italian is a strong advantage.
Additional information
• Role will require participation in 24/7 support shifts and on-call duty, including weekends and public holidays, as per business needs and local regulations.
Perks:
We understand that your happiness and success go hand in hand. That's why we have a wide array of employee benefits and perks that not only cater to your needs but extend their warmth to your family. We are a workplace that embraces the value of work-life balance, where your personal life is revered and respected. Our innovative work environment is designed to be hybrid, family-friendly, and flexible, ensuring you have the freedom to thrive in both your professional and personal spheres.
Here are some of our benefits:
• 25 + vacation days and additional 2 days off per year for personal time
• Flexy time and hybrid ways of working, with additional support for home office from the company
• Medical subscription for you and your close family
• Life and accidents insurance coverage
• Flexible benefits monthly budget and 1000+ offers to choose from (gym, meal vouchers, travel, pension, retailers vouchers, personal development classes, gifts and many others)
• Short and long term variable pay plans available company wide.
Other programs:
• rewards and recognition program to appreciate and be inspired by others
• refer a friend and choose to work with those close to you
• internal communities of CSR Volunteers and sports teams
• Learning platforms and programs to develop your skills, as well as curated external content from various libraries.
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: Romania (RO) || Bucharest
Req ID: 787164