Support Engineer

About this role

Europe, Middle East, and Africa (EMEA) Market Area is a vibrant hub of innovation, technology, and collaboration. At its core, our Networks organization plays a pivotal role in driving thought leadership and delivering exceptional value in a fast-changing environment, where business realities vary across diverse markets and countries. With almost 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture.

We are looking for a CBIO/Billing Support Engineer responsible for providing high-quality customer support for a key customer in Algeria, securing service availability and performance, and driving timely resolution of complex incidents and problems. The role sits in the EMEA Service Line Support & Repair organization and contributes directly to customer network stability, contract SLA fulfillment, and customer satisfaction.

You will work closely with customer operations, Ericsson global/Market Area (MA) support organizations, and product units to analyze, troubleshoot and resolve issues across the deployed CBIO/Billing stack.

Key Responsibilities

• Provide operational support for Ericsson CBIO/Billing solutions in live customer environments.
• Analyze, troubleshoot, and resolve incidents, problems, and service requests within agreed SLAs.
• Perform log analysis and troubleshooting across charging, billing, mediation, rating, invoicing, payments, collections, and reporting functions.
• Execute configuration changes, workarounds, and corrective actions according to Ericsson and customer change management procedures.
• Support business configuration activities including price plans, promotions, bill cycles, discounts, free units, and customer hierarchies.
• Conduct health checks, monitoring, and performance analysis to improve service stability and customer experience.
• Identify recurring issues, drive preventive actions, and contribute to knowledge base documentation.
• Support software upgrades, patches, and hotfix implementations, including validation and post-deployment follow-up.
• Participate in major incident investigations and Root Cause Analysis (RCA).
• Collaborate with Global Support, Product Development Units, and Market Area teams to resolve complex issues and escalations.
• Contribute to capacity, performance, and stability improvements of billing platforms.
• Participate in on-call and standby support rotations as required.
• Ensure compliance with Ericsson security, quality, and service delivery standards.
• Contribute to continuous improvement initiatives, automation, and best-practice sharing.

Required Qualifications

Education & Experience

• Bachelor's degree in Telecommunications, Computer Science, IT, or a related field.
• Minimum 5 years of experience in telecom BSS, charging, billing, CBIO, or similar convergent billing platforms.
• Experience in customer-facing support or operations environments is preferred.

Technical Skills

• Strong knowledge of CBIO or similar billing and charging platforms.
• Good understanding of telecom networks and protocols such as IP, Diameter, SS7/SCCP, SIGTRAN, CAMEL/INAP, HTTP/REST, SOAP, TCP/UDP.
• Knowledge of telecom BSS processes including customer management, product catalog, rating, billing, invoicing, payments, and collections.
• Hands-on experience with Linux/UNIX environments.
• Scripting knowledge (Bash, Python, Perl, or similar).
• Experience with databases and SQL (Oracle, PostgreSQL, or equivalent).
• Familiarity with monitoring, tracing, alarm, ticketing, and incident management tools.
• Exposure to cloud and virtualized environments such as VMware, OpenStack, Kubernetes, and containers.

Soft Skills

• Strong analytical and troubleshooting capabilities.
• Customer-focused with excellent communication skills.
• Ability to work under pressure and manage multiple priorities.
• Team-oriented mindset with a collaborative approach.
• Comfortable working in multicultural and distributed environments.

Languages

• Fluent English (written and spoken) is required.
• French is highly desirable due to customer interaction in Algeria.

Additional Information

• Participation in 24/7 support shifts, on-call rotations, weekends, and public holidays may be required according to business needs and local regulations.

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.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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.

Primary country and city: Algeria (DZ) || Alger

Req ID: 785475