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. ## Join our Team 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...