Customer Network Support Engineer

About this Opportunity

At Ericsson, we are seeking a knowledgeable and 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.

What you will do:

• 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.

The Skills You Bring

Core IMS / VoLTE / VoWiFi domain:

• Strong understanding of IMS architecture and call flows, including P/I/S-CSCF, BGCF, MGCF, SBC, TAS/MMTel, HSS/UDM, PCRF/PCF, AS and related network functions.
• Knowledge of VoLTE, VoWiFi and VoBB fundamentals, including registration, originating and terminating calls, supplementary services, SMS over IMS, emergency calls, interconnect and roaming scenarios.
• Familiarity with vendor-specific IMS implementations and common deployment topologies.

Protocols and networking:

• SIP and SDP expertise, including method types, dialogs, routing, forking, error codes, re-INVITE and UPDATE.
• Diameter knowledge across Cx, Sh, Ro, Rx, Gy/Gx interfaces, with exposure to Radius where applicable.
• Solid IP networking capability, including IPv4/IPv6, routing, VLANs, DNS/ENUM, NAT, firewalls, load balancers and QoS.
• Understanding of TLS/IPSec, certificates and basic 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 concepts, including VMs, OpenStack, VMware and increasingly containers/Kubernetes for cloud-native IMS.
• Proficiency with tracing and analysis tools such as tcpdump, Wireshark, vendor trace tools, log parsing, KPI/alarm monitoring, NMS/EMS, Grafana, Prometheus or equivalent platforms.
• Scripting and automation capability using bash, Python, Ansible or similar tools for log extraction, health checks and repetitive operational tasks.

Support / operations skills:

• End-to-end troubleshooting mindset, with the ability to correlate alarms, logs, traces and KPIs to isolate root cause.
• Understanding of maintenance activities, including upgrades, patches, parameter changes, capacity expansions and rollback strategies.
• Familiarity with incident, problem and change management practices, including RFO/RCA creation.
• Strong SLA awareness, including prioritization, escalation handling and impact analysis.

Customer and teamwork skills:

• Clear written and verbal communication skills with operators and customers, with the ability to explain complex issues simply.
• Structured documentation habits, including case notes, known-error records and runbooks.
• Strong collaboration with integration, design and R&D/PD teams, with the ability to challenge and refine solutions based on field reality.
• Readiness for on-call and high-pressure outage handling while remaining calm, structured and methodical.

What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.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: Australia (AU) || Sydney