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 Charging Support Engineer responsible for providing high-quality customer support on Ericsson Charging solutions for a key customer in Algeria, 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 charging platforms and their surrounding ecosystem (IN/SDP, online/offline charging, mediation, interfaces to core and billing/CRM, etc.).

Join our Team

Key Responsibilities:

• Provide support for Ericsson Charging solutions in live customer networks, focusing on a major CSP customer in Algeria.
• Analyze, troubleshoot, and resolve incidents, problems, and service requests within agreed SLAs.
• Perform log analysis, tracing, and troubleshooting on charging nodes and related systems.
• Execute workarounds, configuration changes, and corrective actions following Ericsson and customer processes.
• Conduct health checks, proactive monitoring, and performance analysis to improve service stability and customer experience.
• Identify recurring issues, drive preventive actions, and contribute to knowledge base documentation.
• Support software updates, patches, and hotfixes, including validation, implementation support, and post-change follow-up.
• Participate in Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Collaborate with Global Support, Market Area teams, and Product Development Units on complex issues and escalations.
• Contribute to capacity, performance, and stability improvements of charging platforms.
• Participate in on-call and standby rotations to support 24/7 operations.
• Ensure compliance with Ericsson security, quality, and service delivery standards.

Required Competencies & Experience:

Education & Experience:

• Bachelor's degree in Telecommunications, Computer Science, IT, or a related field.
• 5+ years of experience in telecom operations, support, charging, BSS, or related domains.
• Technical Skills
• Strong knowledge of Ericsson Charging or similar online/offline charging platforms.
• Understanding of telecom protocols and technologies including IP, Diameter, SS7/SCCP, SIGTRAN, CAMEL/INAP, HTTP/REST, SOAP, TCP/UDP.
• Experience with Linux/UNIX environments, scripting (Bash, Python, Perl), and databases (SQL, Oracle, PostgreSQL).
• Familiarity with monitoring, tracing, ticketing, alarm, incident, and problem management tools.
• Experience with cloud and virtualized environments such as VMware, Open Stack, Kubernetes, and containers.
• Knowledge of 5G Core architecture and modern charging concepts is an advantage.

Soft Skills:

• Strong analytical and troubleshooting capabilities.
• Customer-focused with excellent communication skills.
• Ability to manage multiple priorities and work under pressure.
• Collaborative team player with a proactive mindset.
• Comfortable working in multicultural and distributed teams.

Languages

• Fluent English is required.
• French is a strong advantage due to customer interaction in Algeria.

Additional Information:

• Participation in 24/7 support shifts, on-call duty, weekends, and public holidays may be required based on business needs.

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: Algeria (DZ) || Alger

Req ID: 785476