Customer Network Support Engineer

Overview

At Ericsson, we are seeking a dedicated Support Engineer to join a small IMS support team within MOAI NEO, focused on 5G Core and Cloud Core for NACI customers. In this pivotal role, you will own complex L2/L3 incidents, improve live network stability, and work closely with product, project, and problem management teams to reduce outages, prevent repeat faults and introduce new CCxx releases safely. You will play a key role in delivering reliable, high performing 5G Cloud Core solutions, ensuring customer satisfaction, operational excellence and ongoing service stability.

Responsibilities

• Lead investigations and drive the resolution of complex L2/L3 incidents across IMS, 5G Core and Cloud Core environments.
• Restore customer networks and services during critical incidents, taking ownership of fault isolation, advanced troubleshooting and service recovery.
• Analyse system behaviour, identify root causes and work with problem management to prevent repeat faults and improve live network stability.
• Collaborate with product, project and delivery teams to support safe introduction of new CCxx releases and operational changes.
• Communicate clearly with customers and internal stakeholders during high pressure incidents, providing timely updates and practical technical guidance.
• Drive operational efficiencies through automation, knowledge sharing, mentoring and continuous improvement.
• Independently manage support cases, resolve critical issues without escalation where possible, and contribute to reduced turnaround times.

Skills & Qualifications

• Core IMS / VoLTE / VoWiFi domain:
  • Strong understanding of IMS architecture and call flows, including CSCF, BGCF, MGCF, SBC, TAS/MMTel, HSS/UDM, PCRF/PCF, AS and related functions.
  • Knowledge of VoLTE, VoWiFi and VoBB, including registration, call flows, supplementary services, SMS over IMS, emergency calls, interconnect and roaming.
  • Familiarity with vendor IMS implementations and deployment topologies.
• Protocols and networking:
  • SIP and SDP expertise, including methods, dialogs, routing, forking, error codes, re-INVITE and UPDATE.
  • Diameter knowledge across Cx, Sh, Ro, Rx and Gy/Gx interfaces, with Radius exposure where relevant.
  • Solid IP networking skills, including IPv4/IPv6, routing, VLANs, DNS/ENUM, NAT, firewalls, load balancers and QoS.
  • Understanding of TLS/IPSec, certificates and security concepts for signaling and media.
• Platforms, OS and tooling:
  • Linux administration skills, including systemd, networking, storage and performance basics.
  • Experience with virtualization and cloud/NFVI, including VMs, OpenStack, VMware and containers/Kubernetes for cloud native IMS.

Location

Australia (AU) - Sydney

Equal Opportunity Employer

Ericsson is an Equal Opportunity Employer. We encourage people from all backgrounds to apply, fostering a diverse and inclusive organization.