Technical Support Engineering Manager
Ericsson AB
Join our Team
About this opportunity:
Customer Experience (CX) captures all customer interactions across the journey. In RAN Software and Compute Platforms Engineering (RCE), CX shapes customer needs and informs R&D development and deployment strategies. We build strong customer relationships and drive engagement across E2E development and the wider Networks R&D community. CX leads MSRBS and Cloud/Open RAN product introductions, manages key customer engagements, release management, quality assurance, and Product Support through roles such as Engagement Management, Product Introduction, Continuous Deployment, and Global Support. We host BNEW cross-EU customer engagement functions and coordinate with the broader Networks community.
We are looking for an Engineering Manager reporting to the Head of Technical Support in the RCE CX Technical Support unit. Are you passionate about delivering exceptional Customer Experience and motivated to lead transformative change within your team and across the organization? If so, we encourage you to apply through our careers portal.
What you will do:
* Lead as a member of the RCE CX Technical Support leadership team to realize global strategies, priorities and transformation in close cooperation with stakeholders
* Own accountabilities in the line, support & manage CSR (Customer Service Request), Continuous Deployment (CD) Support, and Legacy functionality support in First Field Introduction (FFI) for CD zones
* Foster a Customer Centricity mindset via customer engagement and feedback
* Promote a learning culture to continuously improve and grow
* Enable proactive customer engagements to build trust and strong relationships
* Lead a team of experienced engineers addressing issues in customer networks and drive continuous improvements in the product lifecycle within Networks R&D
* Drive innovation, identify tools to reduce complexity, and promote data analytics, AI/ML for faster troubleshooting and support
* Ensure fast, coordinated feedback to R&D on product performance from field insights
* Simplify end-to-end development and deployment flows to improve efficiency
The skills you bring:
* Proven product development leadership with global teams, a passion for development, continuous learning, and growth mindset
* Strong domain knowledge to credibly engage with customers, partners, and the ecosystem
* Experience with evolving technologies and relevant tertiary qualifications or equivalent experience
Leadership Requirements:
* People leadership to develop high-performing, engaged teams
* Strategic thinking with ability to deliver today and shape the future of Network R&D
* A can-do attitude, accountability, and resilience in the face of challenges
* Collaborative by default, driving teamwork across Networks R&D while holding
* Authentic, curious, courageous, and inspiring leadership with empathy, building impactful teams and future leaders
* Fact-based, timely decision-making, even in the face of paradoxes or uncertainty
* Customer-first approach embedded in the team
* Ability to build strong relationships with partner organizations across Engineering units, Business Areas, Service Delivery Units, and Market Areas
* Forward-looking strategy formulation aligned with RCE objectives and broader Ericsson business impact
* Support strategy execution aimed at improved customer experience
* Maintain a professional, international network of technology authorities inside and outside Ericsson
