Packet Core Support Solution Architect

About the role

Ericsson is looking for a Solution Architect (Support) to join its Customer Support organization and deliver high-quality support for Packet Core networks. The role identifies and resolves complex network issues, guides technical investigations and ensures network stability through advanced troubleshooting and strong solution ownership. It also drives Customer Service Requests (CSRs), coordinates activities across support functions and provides technical leadership during major incidents, emergencies and crises.

Key responsibilities

• Own and drive complex CSRs from initiation to closure, coordinating activities and ensuring 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, escalations and crisis situations.
• 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 turn technical findings into clear requirements.
• Identify 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, and apply Solution Management and global support processes.

Required profile

• Bachelor's or master's degree in Telecommunications, IT, Computer Science or a related field.
• 10+ years of relevant telecommunications experience, with extensive Packet Core support, integration or operations expertise.
• Ability to lead technical teams during complex investigations and critical customer situations.
• Strong communication, presentation, collaboration and customer-facing consulting skills; able to work under pressure and align technical solutions with customer and business priorities.

Required skills

• Excellent knowledge of Packet Core architecture, EPC, call flows, session management and mobility management, plus Circuit-Switched Core, IMS and RAN.
• Strong Ericsson Packet Core product knowledge: EPG, SGSN-MME, PCC/PCG, PCRF (SAPC/CCPC) and DNS/IPWorks.
• Virtualization and cloud technologies, including cloud-native environments, OpenStack, Kubernetes and Docker.
• UNIX/Linux operating systems and strong IP networking knowledge (routing, protocols, network design and troubleshooting).
• Hardware/software installation, configuration, migration and upgrades.
• First Office Application (FOA), Proof of Concept (PoC) or similar customer validation activities.
• PROPS-C or similar support/service-management frameworks.