Senior Product Support Professional Ottawa,Ontario,Canada Product Development Posted 6 hours ago
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- # Senior Product Support ProfessionalOttawa,Ontario,CanadaFind out how well you match with this jobJob ID: 791919## Join our Team*At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship now or in the future for this position.*About this opportunity:As the tech firm that created the mobile world—and with more than 54,000 patents to our name—we’ve made it our business to make a mark. When joining our team at Ericsson, you are empowered to learn, lead, and perform at your best, shaping the future of technology. This is a place where you are welcomed as your own perfectly unique self, and celebrated for the skills, talent, and perspective you bring to the team. Are you in?RAN Software & Compute Platforms Engineering (RCE) is a unit with responsibilities for software and compute, focusing on next-gen development for open and cloud-native RAN software. With high-performing programmable networks, the unit helps Ericsson maintain technology leadership.
A Senior Product Support Professional joining our global RCE Customer Experience Technical Support Sector is accountable for providing superior RAN technical support expertise for customer solutions. This role is a natural fit for engineers with a strong RAN SW design and systems background: you will apply deep system-level understanding to isolate faults in complex, live networks and take a leading role in technical taskforces—narrowing broad, ambiguous problem spaces down to a precise root cause, hand-in-hand with Design.What you will do:This role is oriented toward customer service and real-world impact. You will:
* Serve as the primary point of contact between Design teams and customer needs, translating field insights into product fixes and system improvements.
* Engage directly and frequently with customer stakeholders, including technical leaders and cross-functional Market Area and customer teams.
* Partner closely with regional Market Areas, Service Delivery organizations and NPI teams, to ensure issues are resolved swiftly and solutions are communicated clearly.
* Provide expert competence on RAN products and features in live networks.
* Partner closely with Design and development teams—systematically narrowing investigations together and feeding field insight back into product and system design.
* Identify faults and apply troubleshooting techniques across RAN SW Solutions.
* Apply system-level and design thinking to structure investigations, form and test hypotheses, and converge quickly on root cause.
* Lead and drive Technical Taskforces—owning the investigation from a broad, ambiguous search span to a confirmed root cause—and drive effective communication with customers and technical teams.
* Take part in product introduction and integration activities, including field trials, demos, NPIs, and commercial deployment support.
* Provide on-site and remote technical deployment support and integration when required.
* Drive major improvement and innovation initiatives and lead knowledge-sharing activities.
* Drive Field Observability and Supportability into RAN solutions.
* Support digitalization efforts by using AI/ML and automation to drive efficiency in workflows.## .The skills you bring:Core
skills:
* Strong end-to-end RAN hands-on troubleshooting expertise (field/test/integration/development).
* RAN SW design and systems understanding (for example, KPI step functions; Layer 1–3 SW subsystems; architecture and design of RAN features; troubleshooting RAN feature correlations).
* Proven ability to drive technical taskforces and lead structured fault isolation—taking a broad problem space down to a precise root cause in collaboration with Design.
* Hands-on experience with AI tools and their application to troubleshooting.
* BSc or higher in a related field (Telecommunications, Electrical Engineering, SW Engineering, Computer Science).
Would be considered an asset:
* RAN SW design, development, or maintenance experience—a design/architecture background is a strong advantage.
* Cloud-native and/or Open RAN competence—or a strong foundation to learn.
Other
skills:
* Solid analytical and problem-solving skills, with curiosity and a drive to get to the bottom of issues.
* Customer-first mindset; high degree of flexibility in a changing environment.
* Confidence to challenge the status quo when needed and present complex topics to customers, leadership, or senior management.
* Strong English communication skills.
* Proven track record working across organizations; excellent interpersonal skills and ability to build effective networks.
* Creativity, can-do attitude, and out-of-the-box thinking.
Growth and Career PathThis role offers direct exposure to customers, senior technical leaders, and cross-functional R&D teams—accelerating both technical and customer-facing career trajectories. Depending on your strengths and interests, typical advancement paths include:
* Architecture and Solutions: Solution Architect or
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