Technical Solution Engineer

About this opportunity

As a Technical Solution Engineer at Ericsson in Gurgaon / Gurugram, you will act as an expert product support specialist and the final technical escalation point. You are responsible for resolving complex customer issues to ensure product stability and high service quality.

Your Responsibilities:

• Issue Resolution: Own and investigate intricate customer-reported issues across the BOS portfolio, driving them to resolution within agreed processes and SLAs.
• Global Escalation: Serve as a Global technical escalation point, coordinating with customers, global support teams, and design units to resolve critical incidents and restore services rapidly.
• Root Cause Analysis: Contribute to emergency handling, deep-dive root-cause analysis (RCA), and preventive actions that enhance product stability.
• Lab Operations: Reproduce and simulate customer issues in the test lab; maintain operational readiness for support and validation activities.
• System Administration: Install and upgrade nodes as required, adhering to approved procedures.
• Innovation & Automation: Identify routine support tasks for automation and contribute to AI-based solutions (including GenAI) that improve team efficiency.
• Knowledge Sharing: Document investigations thoroughly, share technical knowledge, and collaborate across teams to strengthen overall support capabilities.

The Skills You Bring:

• Experience: 2-6 years of relevant experience in a similar role.
• Linux & Kubernetes: Proficient Linux administration/troubleshooting and hands-on Kubernetes knowledge (preferably CKA certified).
• DevOps Practices: Familiarity with CI/CD, DevOps, GitOps concepts using tools like Git, Jenkins, or Ansible.
• Data & Scripting: Experience with at least one database (SQL, Oracle, PostgreSQL, Cassandra) and basic scripting in Shell, JavaScript, Java, C/C++, etc.
• Tech Fundamentals: Strong grasp of telecom fundamentals including call flows, protocols, and 5G architecture.
• Domain Knowledge: Preferred knowledge of Charging/Billing systems (BSS) or BOS products like SDP, AIR, OCC, CAF, Mediation, EOC, ECM, DXP, ESOA.