Enterprise Support Engineer

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.

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:

• Minimum of two (2) years of experience, or an Associate's degree in a relevant field (Network Administration, Network Engineering, I.T. Management, and Systems Administration).
• Understanding of the following Networking Concepts:
  • Basic/intermediate Layer 2 concepts:
    • Purpose and example use cases for VLANs
    • Understanding of VLAN tagging (Access vs. Trunk)
    • Wi-Fi
• Basic/intermediate Layer 3 concepts:
  • NAT/PAT
  • LAN
  • WAN
  • DHCP
  • DNS resolution
  • Private IP networks (RFC 1918)
  • IP subnetting
• Basic/intermediate Layer 4 concepts:
  • TCP/UDP ports
  • Purpose of routed IP protocols (TCP/UDP/ICMP)
  • Port forwarding
• Basic/intermediate network security:
  • Firewalls/ACL
  • IPS/IDS
  • Web Filtering

The skills you bring:

• Intermediate/advanced network services:
  • SNMP agent functionality
  • SIP
  • PKI
  • NMEA GPS sentences
  • AVL
• Advanced VPN concepts:
  • IPsec
  • GRE
  • GRE over IPsec
  • SSL/TLS VPNs
  • Software-defined overlay
• Advanced routing concepts:
  • OSPF
  • BGP
  • NHRP
  • DMVPN
  • NEMO
• Other relevant skills:
  • Advanced knowledge of other vendors' networking solutions
  • Knowledge of common software services (AD, RADIUS/TACACS+, SNMP managers)
  • Python
  • REST API
  • SDK
  • JSON data structures
  • Cloud device management
  • Familiarity with cellular networking
  • Understanding of basic electrical concepts (Watts/Volts/Amps/Solar)

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) || Boise (ID)
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.
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.