Cloud Domain Support Engineer

hace 6 meses

Ciudad de México Ericsson A tiempo completo

**Cloud Domain Support Engineer,**:
***:
**Location: Mexico & Queretaro**:
The BNEW SDU Mexico organization has office in Mexico City.

***:
**About this opportunity**:
The Support organization in Mexico is looking for skilled engineers that are interested in working with Flow 2 (F2) global customer support for the Cloud product area.

***:
**What you will do**:

- Main responsibilities:

- CSR Handling
- Emergency handling
- On call coverage
- MW executions
- This role is focus on Flow 2 (F2) that is the first level operation (Customer Facing), attending LATAM customers, international interactions with upper levels of support.
- Handle and drive CSR (Customer Service Requests) resolution from global customers.
- Perform remote and on-site troubleshooting in real customer networks and labs.
- Participate in emergency support handling.
- Lead all aspects of CSR investigations and corrective action execution (Mw Execution remotely in live customer networks).
- Customer support operation connected with Project teams to receive new implemented nodes; review documentation included in HO process to receive the node.
- Dialog frequently with our interfaces in the region Internal customers, end customers and upper levels of support like F3 and Product Design Unit.

***:
**You will bring**:

- Master of Science / bachelor’s degree in any of the following: Computer Science, Telecommunication, Information Technology or Electrical Engineering.
- Datacenter support knowledge, Cloud Knowledge, (AWS, ASSURE, Google Cloud),
- Telecommunication basics (Core nodes knowledge, 5GC) (Desired)
- Experience and competence working with the Cloud solution (specifically CEE, SDI, SDN Ericsson Cloud components).
- Knowledge in:

- CEE (Internal Ericsson)
- Open stack & Components (External Market)
- Nova, Neutron, Horizon, Fuel etc.
- CMHA (Continuous Monitoring - High Availability)
- CPU Pinning
- NUMA
- SDI (Internal Ericsson) External market (Datacenter Compute handling, Routing and switching, Juniper)
- Networking and Routing protocols: VRRP, HSRP, BGP, OSPF, Static routing, BFD
- Storage network - Scale IO and Object Storage (Glance and Cinder)
- Solid understanding of LINUX / Unix
- Proven customer support experience (Desired)
- Availability for on-call schedule. (Must)
- Ability and will to travel. (5-10 %)
- Excellent oral and written English skills (Must)
- Spanish (Must)
- Knowledge of CSR (support process) and TR handling processes (Design investigations).
- Troubleshooting and Fault Isolation Knowledge.

***:
**You might also have**:

- Background in these specific technologies (i.e., Virtualization - RedHat Open stack, AWS, VMWare)
- Scripting (Desired): Python, Java, YAML
- Docker and Kubernetes (Desired) (Cloud Native) (RedHat OpenShift, Docker, Ericsson Cloud Container Distribution - ECCD)

**Why Ericsson**:

- Cloud F2 is a growing organization belonging to global organization Service Delivery Unit Mexico, in charge of support contracts related to Cloud technologies, as F2 engineer you will oversee leading investigations, customer negotiation and execution of corrective action plans during maintenance window (Nighttime) our coverage considers all Latam customers (IE. Mexico, Puerto Rico, Venezuela, Panama, ETC).
- We work in an industry where new opportunities are emerging every day. And as these new opportunities emerge, we see the potential to make a difference. Our business strategy is our plan, blueprint, and the clear pathway for us to deliver on our mission
- to enable the full value of connectivity. We will win by creating technology that is so intuitive, flexible yet robust and reliable that it enables game-changing ideas to be adopted at speed and scale.

***:
**What happens once you apply?**:
Click Here to find all you need to know about what our typical hiring process looks like.

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