Grow with us!- This role is a hybrid position with the expectation to work onsite (3) three days a week in the Ericsson office located in either Boise, Idaho or Santa Clara California and relocation is not offered for this position.
- Ericsson Enterprise Wireless Solutions Inc. does not sponsor US work authorizations for this job position including H-1B, O-1, and TN. Ericsson also does not hire F-1's working onfor this position.
We're seeking a hands-on, outcomes-driven leader to own our global 247 Technical Support organization, leading incident response, escalations, knowledge/deflection strategy, tooling, and customer communications across a follow-the-sun model. This executive will modernize operations and talent while making support a strategic driver of adoption, retention, reliability, and trust for both customers and partners. The role partners closely across the business to align priorities, improve end-to-end outcomes, and accelerate issue resolution. The ideal candidate brings practical experience applying AI to support workflows, plus the ability to design scalable business models and operating approaches, with strong executive presence and disciplined budget ownership.
What you will do:What you will Lead:
- End-to-end global technical support: incident leadership, triage, RCAs, and customer communication.
- Integration of AI into support: agentic assistants, case summarization, intelligent routing, and knowledge automation with strong governance.
- Cross-functional prioritization with Engineering and Sales to turn signals into fixes and product improvements.
- Workforce planning and vendor strategy to scale delivery while preserving culture and quality.
Key Responsibilities
- Make Customer Experience the top priority; align decisions to customer value and business impact.
- Design, pilot, and scale AI use cases; coach teams on human+AI workflows and data/ethical standards.
- Lead executive incident response for major events (P1/P0).
- Evolve support playbooks (severities, handoffs, updates) and advance KB/community/in-product help.
- Partner with Sales, Renewals, and CS on account protection and expansion.
- Build a global culture that grows managers and welcomes innovation.
The skills you bring:- 15+ years in enterprise technical support/service (or adjacent); 7+ years leading leaders in multi-region organizations.
- Experience running 24x7 follow-the-sun support and executive incident command.
- Hands-on with deploying AI in support (agentic assistants, routing, knowledge automation).
- Trusted partner to Engineering and Sales; strong cross-functional influence.
- Budgeting, global delivery, and vendor strategy experience.
- Background in networking/telco, cloud/infra, or enterprise SaaS.
- Preferred: Shaping product backlogs from field signals, KCS/KB governance, advanced degrees.
- Travel ~15-25% for key sites and customers. Participation in executive incident leadership rotation.
Compensation includes base, bonus, and equity.
Challenges You'll Enjoy:
Leading global, high-stakes operations; resolving ambiguity; applying AI in real workflows; coaching regional managers; and modernizing tools while preserving empathy and culture.
Measurable Outcomes & Impact:
- 3 months: stabilized major-incident cadence, clarified AI roadmap, begun executive advocacy across Eng/Sales.
- 6 months: refined AI use cases, improved data/KB governance, coached leaders on new workflows.
- 12 months: agentic AI in daily use, clearer incident communications, stronger cross-team rhythm, and a deeper leadership bench.
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.
Ericsson uses a merit-based hiring approach that values people with different experiences, perspectives and skillsets. We truly believe this approach drives 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.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: United States (US) || Hybrid: Boise, ID or Santa Clara, CA
Job details: Service Delivery Line Manager
Compensation and Benefits at Ericsson
At Ericsson, we know that our people are the key to our success. We offer a competitive package to help with your individual needs and goals.
Your Pay
The salary range for this position is dependent on various factors including, but not limited to, location, and the candidate's combination of job-related knowledge, qualifications, skills, education, training, and experience.
The salary ranges for this position are:
- NATIONAL MARKET: $192,000 - $260,000
- PREMIUM MARKET: $205,000 - $278,000
- BAY AREA MARKET: $226,500 - $305,640
Short-Term Variable Compensation Plan: Your pay also includes the opportunity for an annual bonus. Actual bonus payouts are based on performance of the business against the unit's objectives, individual performance, and the individual bonus target. Certain eligibility and pro-ration rules apply.
Your Health
Ericsson Enterprise Wireless Solutions offers excellent, competitive employee benefits, such as: subsidized, nationwide PPO medical benefit options including a low-deductible Point of Service Plan and a qualifying High Deductible Health Plan (HDHP), with a generous company-provided HSA contribution. For California employees, we offer a subsidized HMO option through Kaiser. Ericsson Enterprise Wireless Solutions also offers subsidized dental and vision coverage.
Your Financial Security
We invest in both your short and long-term financial wellbeing. Our 401(k) plan has a 4% company match and immediate vesting. Employees will also receive company-paid employee basic life and AD&D insurance and company-paid disability benefits.
Your Time
Your work-life balance is important to us. New employees are provided a minimum of 15 days of accrued vacation, up to 3 personal days per year, 11 annual holidays, 8 hours of volunteer time, and 80 hours of sick time annually. Please note paid time off is pro-rated based on the employee's start date. Furthermore, Ericsson provides up to 16 weeks of paid maternity leave and 6 weeks of parental or adoption leave at 100% of pay.
Additional Benefits
Ericsson Enterprise Wireless Solutions offers other company-paid benefits such as a comprehensive Employee Assistance Program, Talkspace mobile therapy, and volunteer paid time off.
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