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Team Tagline
About the role
Ericsson is a Swedish multinational provider of communications technology and services, offering services, software, and infrastructure within ICT for telecom operators and other industries. We are seeking a Solution Architect (Support) to join our Customer Support organization and deliver high-quality support services for Packet Core networks. In this role, you will identify and resolve complex network issues, guide technical investigations, and ensure network stability through advanced troubleshooting and strong solution ownership. You will drive Customer Service Requests (CSRs), coordinate activities across support functions, and provide technical leadership during major incidents, emergency handling, and crisis situations.
Required Skills
Preferred Skills
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Responsibilities
- Own and drive complex Customer Service Requests (CSRs) from initiation to closure, ensuring effective coordination and customer satisfaction.
- Lead complex Packet Core network and node investigations, troubleshooting technical issues and identifying root causes.
- Develop and coordinate solutions to restore and maintain network stability.
- Provide technical leadership during major incidents, emergency handling, customer escalations, and crisis situations.
- Take end-to-end ownership of assigned solutions throughout investigation, resolution, and service improvement.
- Build strong customer relationships by understanding their network environment, priorities, and operational requirements.
- Collaborate with engineers and cross-functional teams to share knowledge and improve troubleshooting efficiency.
- Identify product, process, and service improvements and translate technical findings into clear requirements.
- Identify potential business opportunities arising from customer requirements and operational challenges.
- Escalate recurring problems, process deficiencies, and operational irregularities to relevant stakeholders.
- Create and maintain known solutions and technical knowledge articles.
- Apply relevant Solution Management and global support processes.
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