VP Global Technical Support at Ericsson

Santa Clara, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Apr, 26

Salary

0.0

Posted On

16 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Planning, Vendor Strategy, Customer Experience, AI Use Cases, Incident Response, Support Playbooks, Knowledge Management, Sales Collaboration, Global Culture, Technical Support, 24x7 Support, AI Deployment, Cross-Functional Influence, Budgeting, Networking, Cloud Infrastructure, Enterprise SaaS

Industry

Telecommunications

Description

Workforce planning and vendor strategy to scale delivery while preserving culture and quality. 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. 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. 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. We truly believe this approach drives innovation, which is essential for our future growth. 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

Responsibilities

The VP Global Technical Support will focus on workforce planning and vendor strategy to enhance service delivery while maintaining company culture and quality. They will also lead incident response for major events and evolve support playbooks.