VP Global Technical Support

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 on EAD for this position.

We're seeking a hands-on, outcomes-driven leader to own our global 24O7 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.

• Endtoend 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.

• 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/inproduct 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 multiregion organizations.
• Experience running 24x7 followthesun support and executive incident command.
• Handson 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.

Leading global, high stakes operations; resolving ambiguity; applying AI in real workflows; coaching regional managers; and modernizing tools while preserving empathy and culture.

• 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 crossteam rhythm, and a deeper leadership bench.

At Ericsson, you’ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats 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.

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,…