Support Engineer

Join our Team
About the Role
Join us as a Support Engineer (Backend Operations) to drive the 5G modernization of the telecom industry. In this role, you will ensure the stability and evolution of our Cloud-native BSS/OSS solutions, enabling smarter and future-proof digital services. You will focus on backend system reliability, infrastructure modernization, and cross-functional collaboration with Core Network teams to support mission-critical telecom ecosystems.
What you will do

• Customer Support: Provide first-line support for BSS services in 4G, 5G environments; triage incidents, analyze logs, reproduce issues, and drive timely resolution.
• Incident & Problem Management: Perform root cause analysis for real-time transaction flow issues; be able to escalate issues to T2/T3 and lead investigations.
• Customer Excellence: Act as the technical point of contact during incidents and service reviews; document RCA, preventive actions, and improvement plans.
• Change & Release Support: Validate patches, configuration changes, and upgrades in lab and live environments; execute regression tests; support controlled rollouts and post-change monitoring.
• Stakeholder Coordination: Collaborate with Radio/Core teams and vendors to unblock production incidents; provide clear updates, workarounds, and corrective actions to customers.
• Service Reliability: Implement and tune monitoring/alerts, capacity checks, and health dashboards; contribute to automation for routine checks, log collection, and recovery steps.

What you will bring

• Education: Bachelor's in IT, Computer Science, or related engineering field.
• Domain Experience: Background in IT or Telecom operations; interest in cloud networks and 5G infrastructure within production support contexts.
• Technical Skills:
• Proficiency in Linux administration and shell scripting for automation and log analysis.
• Familiar with SQL/database concepts; able to query/diagnose high-concurrency transaction behaviors.
• Working knowledge of Networking (TCP/IP) and Cloud/Container platforms (Docker/K8s) from an operations perspective.
• Operational Mindset: Solid troubleshooting methodology, incident prioritization, and RCA documentation; comfort with on-call emergency rotation and night shifts.
• Soft Skills: Strong communication in English and Mandarin, proactive team player, customer-focused, and committed to quality and reliability.

Nice to have

• BSS domain exposure: Online Charging (OCS/CHF), prepaid services, and postpaid CDR processing/mediation; familiarity with charging/billing flows and revenue assurance.

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: Taiwan (TW) || Taipei
Req ID: 781701