Packet core Support Solution Architect

About the Role

Ericsson is seeking a Packet Core Support Solution Architect to join its Customer Support organization. This full-time role focuses on delivering high-quality support services for Packet Core networks. The Solution Architect will be responsible for identifying and resolving complex network issues, guiding technical investigations, and ensuring network stability through advanced troubleshooting and solution ownership. The position requires over 10 years of experience.

Role 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.

Required Qualifications and Experience

• Over 10 years of experience in a relevant field.
• Strong knowledge of customer networks and operational processes.
• Proficiency in Packet Core technologies.
• Demonstrated ability to work effectively with customers and global cross-functional teams.

Working at Ericsson

At Ericsson, employees are encouraged to utilize their skills to develop solutions for complex problems. The company fosters a collaborative environment with diverse innovators focused on continuous improvement and future development.

Application Process

Information regarding the typical hiring process at Ericsson is available online. Ericsson is an Equal Opportunity Employer and promotes a diverse and inclusive organization, believing that collaboration among individuals with different experiences drives innovation and growth. All qualified candidates are encouraged to apply.