Support Engineer – CBIO/Billing

About the role

Ericsson is seeking a CBIO/Billing Support Engineer to provide high‑quality technical support for a key customer in Algeria. The role is part of the EMEA Service Line Support & Repair organization and focuses on maintaining network stability, meeting SLA commitments, and ensuring customer satisfaction.

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 across charging, billing, mediation, rating, invoicing, payments, collections, and reporting functions.
• Execute configuration changes, workarounds, and corrective actions following change‑management procedures.
• Support business configuration activities such as price plans, promotions, bill cycles, discounts, and customer hierarchies.
• Conduct health checks, monitoring, and performance analysis to improve service stability.
• Identify recurring issues, drive preventive actions, and contribute to knowledge‑base documentation.
• Assist with software upgrades, patches, and hot‑fix implementations, including validation and post‑deployment follow‑up.
• Participate in major incident investigations, root‑cause analysis, and on‑call rotation as required.
• Collaborate with Global Support, Product Development, and Market Area teams to resolve complex escalations.

Required profile

• 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.

Required skills

• Strong knowledge of CBIO or similar billing and charging platforms.
• Proficiency in log analysis and troubleshooting.
• Experience with configuration management, software upgrades, patch and hot‑fix deployment.
• Ability to perform root‑cause analysis and produce RCA documentation.
• Familiarity with monitoring, performance analysis, and capacity planning.