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Ericsson · 9 hours ago

Enterprise Support Engineer

Boise, ID

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Ericsson is a leading company in wireless solutions, seeking an Enterprise Support Engineer to provide troubleshooting and support for customer issues related to their products and services. The role involves post-sales and pre-sales support, case management, customer education, and collaboration with internal departments.

Information TechnologyInternetMobileTelecommunications

No H1B

Responsibilities

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

Qualification

Networking ConceptsAdvanced VPN conceptsAdvanced routing conceptsPythonREST APICloud device managementBilingualTechnical writing

Required

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

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)

Preferred

Bilingual preferred

Benefits

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.

401(k) plan has a 4% company match and immediate vesting.

Company-paid employee basic life and AD&D insurance and company-paid disability benefits.

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.

Up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.

Comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.