The Enterprise Support Engineer troubleshoots customer issues, provides technical support, educates customers, and maintains case records while collaborating with internal teams.
Join our Team
About this opportunity:
Ericsson Enterprise Wireless Solutions Enterprise Support Engineers troubleshoot, escalate, and resolve customer issues regarding Company products and/or services and educate customers on best practices when utilizing our products. This job will provide support to our North American region, working an 8-hour shift within the hours of 6 am - 6 pm (Mountain). The individual will typically work full-time, and in some cases, may be required to work an on-call schedule, which may include late nights and/or weekends depending on company needs. Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services. Bilingual preferred.
What you will do:
• Post-Sales Support for Customers via phone, chat, email
• Pre-Sales Support engagement with Sales Engineering
• Maintain detailed case management records using CRM
• Scheduled on-call rotation
• Focus on educating customers in Company Best-Practices
• Help facilitate training with internal resources and customers
• Engagement with multiple internal departments (i.e., R&D, Sales, Sales Engineering, and others)
• Technical writing (i.e., documenting solutions, writing technical articles, developing training materials, etc.)
• Continue Professional development by staying current on the latest innovations and trends in all areas of information technology (IT) (i.e., Wireless, Security, etc.)
• Recommend enhancements to Company Products and Services
The skills you bring:
Why join Ericsson Enterprise Wireless Solutions? At Ericsson Enterprise Wireless Solutions, we are one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.
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: Australia (AU) || Docklands
Req ID: 781249
About this opportunity:
Ericsson Enterprise Wireless Solutions Enterprise Support Engineers troubleshoot, escalate, and resolve customer issues regarding Company products and/or services and educate customers on best practices when utilizing our products. This job will provide support to our North American region, working an 8-hour shift within the hours of 6 am - 6 pm (Mountain). The individual will typically work full-time, and in some cases, may be required to work an on-call schedule, which may include late nights and/or weekends depending on company needs. Products and Services include but are not limited to: Routers, APs, cellular connectivity, networking, and software services. Bilingual preferred.
What you will do:
• Post-Sales Support for Customers via phone, chat, email
• Pre-Sales Support engagement with Sales Engineering
• Maintain detailed case management records using CRM
• Scheduled on-call rotation
• Focus on educating customers in Company Best-Practices
• Help facilitate training with internal resources and customers
• Engagement with multiple internal departments (i.e., R&D, Sales, Sales Engineering, and others)
• Technical writing (i.e., documenting solutions, writing technical articles, developing training materials, etc.)
• Continue Professional development by staying current on the latest innovations and trends in all areas of information technology (IT) (i.e., Wireless, Security, etc.)
• Recommend enhancements to Company Products and Services
The skills you bring:
- 2+ years of experience or Associate's degree in Networking, IT, or Systems Administration.
- Core Networking Knowledge
- Layer 2: VLANs, VLAN tagging (access/trunk), Wi-Fi fundamentals.
- Layer 3: NAT/PAT, LAN/WAN, DHCP, DNS resolution, private IP addressing, subnetting.
- Layer 4: TCP/UDP ports, ICMP, port forwarding.
- Network Security
- Firewalls, ACLs, IDS/IPS, and web filtering fundamentals.
- Connectivity & Routing
- Basic VPN concepts (client/server, site-to-site).
- Static routing and general understanding of dynamic routing protocols.
- Network Services
- Common services such as NTP, SSH/Telnet, and DNS.
- Troubleshooting
- Use of tools like ping, traceroute, ipconfig/ifconfig, and SSH for network diagnostics.
- Structured troubleshooting methodologies.
- Preferred/Advanced Skills
- Advanced networking concepts (STP, multicast, wireless infrastructure, PoE).
- Advanced routing and VPN technologies (OSPF, BGP, IPsec, GRE).
- Knowledge of SNMP, SIP, PKI, and enterprise network services (AD, RADIUS/TACACS+).
- Exposure to Python, REST APIs, JSON, cloud device management, and cellular networking.
Why join Ericsson Enterprise Wireless Solutions? At Ericsson Enterprise Wireless Solutions, we are one team - all in on inclusion. Celebrating the uniqueness of our individual team members across the globe helps us build diverse teams where we all can thrive. Our connected, community-focused culture enables each one of us to perform at our best and fully be ourselves.
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: Australia (AU) || Docklands
Req ID: 781249
Top Skills
Cellular Networking
Cloud Device Management
Dhcp
Dns
Firewalls
It
JSON
Nat
Network Security
Networking
Python
Rest Apis
Ssh
Systems Administration
Tcp
Udp
Vlans
Vpn
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