Enterprise Support Engineer III (776431) bei Ericsson
Ericsson · Boise, Vereinigte Staaten Von Amerika · Hybrid
- Senior
- Optionales Büro in Boise
Career Opportunities: Enterprise Support Engineer III (776431)
Grow with us!
- This role is a hybrid position with the expectation to work onsite three (3) days a week in the Ericsson office located in Boise, Idaho and relocation is not offered for this position.
Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1’s working on EAD for this position.
Join our team and lead the way. As an Enterprise Support Engineer III, you will be the senior technical authority for Ericsson Enterprise Wireless Solutions in North America, driving resolution of the most complex customer issues, influencing product direction, and mentoring junior engineers. This role requires deep networking, wireless, and systems expertise, strong customer-facing and internal leadership skills, and a proven track record of improving support outcomes. You will typically work an 8-hour shift within the hours of 6 am – 6 pm (Mountain) and will participate in an on-call rotation that may include evenings and weekends.
What you will do:
- Lead technical ownership of high-severity, high-impact customer incidents across routers, access points, cellular connectivity, networking infrastructure, and software services. Drive timely resolution and post-mortem analyses.
- Serve as an escalation point for Tier 1/2 teams; mentor and train less experienced engineers through pairing, knowledge reviews, and technical coaching.
- Actively contribute to and review technical documentation, runbooks, knowledge base articles, and customer-facing guides to improve first-contact resolution rates.
- Partner with Sales Engineering and Pre-Sales to provide deep technical validation, solution architecture guidance, and complex proof-of-concept support.
- Collaborate cross-functionally with R&D, Product Management, QA, and Field Engineering to identify root causes, validate fixes, and influence product roadmaps based on customer feedback and operational telemetry.
- Define and monitor support KPIs (MTTR, escalations, CSAT) and lead continuous improvement initiatives to raise customer satisfaction and operational efficiency.
- Automate diagnostic workflows, remediation tasks, and telemetry collection using scripting and standard tools to scale support capability.
- Represent Support in customer-facing reviews, post-incident briefings, and executive escalations when required.
- Ensure accurate and thorough case management in CRM, including technical notes, remediation steps, and recommended product improvements.
- Maintain on-call responsibilities and be available for critical incident response as needed.
The skills you bring:
- 5+ years of relevant enterprise networking or wireless support/engineering experience (or equivalent combination of education and experience); bachelor's degree in computer science, Information Systems, Networking, or related field preferred.
- Demonstrated experience owning and resolving complex customer incidents and leading incident response across multi-disciplinary teams.
- Strong customer-facing skills with the ability to lead technical conversations at both engineering and executive levels.
- Proven ability to mentor and elevate the capabilities of junior engineers.
- Experience working with on-call rotations and responding to critical after-hours incidents.
- Excellent written communication skills for technical documentation, customer communication, and cross-team collaboration.
Technical skills and knowledge:
- Advanced Layer 2 technologies: VLAN design and troubleshooting, VLAN tagging concepts (access vs trunk), STP, and Ethernet switching behaviors.
- Advanced Layer 3 technologies: IP routing protocols (OSPF/BGP preferred), NAT/PAT, IPv4/IPv6 addressing and subnetting, DHCP, DNS, LAN/WAN design and troubleshooting.
- Transport and services: Deep understanding of TCP/UDP behavior, ICMP, QoS concepts, and port behavior for real-world troubleshooting.
- Wireless expertise: Enterprise Wi-Fi design, troubleshooting RF-related issues, client roaming behaviors, controller vs. controllerless modes, and optimization best practices.
- Network security: Firewalls, ACLs, IPS/IDS fundamentals, web filtering, VPN technologies, and secure remote access patterns.
- Observability & tooling: Experience with logging, packet capture/analysis (tcpdump/Wireshark), SNMP, syslog, and telemetry pipelines; familiarity with monitoring systems and dashboards.
- Automation & scripting: Comfortable building and maintaining scripts or automation (Python, Bash, or equivalent) to collect diagnostics, automate triage, or perform repeatable remediation.
- Cloud and networking services: Familiarity with cloud networking constructs (VPCs, routing in public clouds) and integration patterns is a plus.
- Certifications: Industry certifications (e.g., CCNP/CCIE, CWNP, RHCE) are highly desirable but not required.
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.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected].
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Hybrid: Boise, Idaho
Job details: Support Engineer
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
Grow with us!
- This role is a hybrid position with the expectation to work onsite three (3) days a week in the Ericsson office located in Boise, Idaho and relocation is not offered for this position.
Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1’s working on EAD for this position.
Join our team and lead the way. As an Enterprise Support Engineer III, you will be the senior technical authority for Ericsson Enterprise Wireless Solutions in North America, driving resolution of the most complex customer issues, influencing product direction, and mentoring junior engineers. This role requires deep networking, wireless, and systems expertise, strong customer-facing and internal leadership skills, and a proven track record of improving support outcomes. You will typically work an 8-hour shift within the hours of 6 am – 6 pm (Mountain) and will participate in an on-call rotation that may include evenings and weekends.
What you will do:
- Lead technical ownership of high-severity, high-impact customer incidents across routers, access points, cellular connectivity, networking infrastructure, and software services. Drive timely resolution and post-mortem analyses.
- Serve as an escalation point for Tier 1/2 teams; mentor and train less experienced engineers through pairing, knowledge reviews, and technical coaching.
- Actively contribute to and review technical documentation, runbooks, knowledge base articles, and customer-facing guides to improve first-contact resolution rates.
- Partner with Sales Engineering and Pre-Sales to provide deep technical validation, solution architecture guidance, and complex proof-of-concept support.
- Collaborate cross-functionally with R&D, Product Management, QA, and Field Engineering to identify root causes, validate fixes, and influence product roadmaps based on customer feedback and operational telemetry.
- Define and monitor support KPIs (MTTR, escalations, CSAT) and lead continuous improvement initiatives to raise customer satisfaction and operational efficiency.
- Automate diagnostic workflows, remediation tasks, and telemetry collection using scripting and standard tools to scale support capability.
- Represent Support in customer-facing reviews, post-incident briefings, and executive escalations when required.
- Ensure accurate and thorough case management in CRM, including technical notes, remediation steps, and recommended product improvements.
- Maintain on-call responsibilities and be available for critical incident response as needed.
The skills you bring:
- 5+ years of relevant enterprise networking or wireless support/engineering experience (or equivalent combination of education and experience); bachelor's degree in computer science, Information Systems, Networking, or related field preferred.
- Demonstrated experience owning and resolving complex customer incidents and leading incident response across multi-disciplinary teams.
- Strong customer-facing skills with the ability to lead technical conversations at both engineering and executive levels.
- Proven ability to mentor and elevate the capabilities of junior engineers.
- Experience working with on-call rotations and responding to critical after-hours incidents.
- Excellent written communication skills for technical documentation, customer communication, and cross-team collaboration.
Technical skills and knowledge:
- Advanced Layer 2 technologies: VLAN design and troubleshooting, VLAN tagging concepts (access vs trunk), STP, and Ethernet switching behaviors.
- Advanced Layer 3 technologies: IP routing protocols (OSPF/BGP preferred), NAT/PAT, IPv4/IPv6 addressing and subnetting, DHCP, DNS, LAN/WAN design and troubleshooting.
- Transport and services: Deep understanding of TCP/UDP behavior, ICMP, QoS concepts, and port behavior for real-world troubleshooting.
- Wireless expertise: Enterprise Wi-Fi design, troubleshooting RF-related issues, client roaming behaviors, controller vs. controllerless modes, and optimization best practices.
- Network security: Firewalls, ACLs, IPS/IDS fundamentals, web filtering, VPN technologies, and secure remote access patterns.
- Observability & tooling: Experience with logging, packet capture/analysis (tcpdump/Wireshark), SNMP, syslog, and telemetry pipelines; familiarity with monitoring systems and dashboards.
- Automation & scripting: Comfortable building and maintaining scripts or automation (Python, Bash, or equivalent) to collect diagnostics, automate triage, or perform repeatable remediation.
- Cloud and networking services: Familiarity with cloud networking constructs (VPCs, routing in public clouds) and integration patterns is a plus.
- Certifications: Industry certifications (e.g., CCNP/CCIE, CWNP, RHCE) are highly desirable but not required.
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.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected].
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Hybrid: Boise, Idaho
Job details: Support Engineer
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit’s objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee’s start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
