VP Global Customer Support

• This role is a hybrid position with the expectation to work onsite (3) three days a week in Boise, Idaho and relocation is not offered for this position.
• Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1's, H-1B1's, E-3's, O-1's, and TN's. Ericsson also does not hire F-1's working on CPT or EAD for this position.

• This role is a hybrid position with the expectation to work onsite (3) three days a week in Boise, Idaho and relocation is not offered for this position.
• Ericsson Inc. does not sponsor U.S work authorizations for this job position including U.S. immigration filings for initial and/or change of employer paperwork for H-1's, H-1B1's, E-3's, O-1's, and TN's. Ericsson also does not hire F-1's working on CPT or EAD for this position.

Ericsson Enterprise Wireless Solutions is focused on leading the emerging enterprise 5G networking and security markets, building a differentiated enterprise networking and security portfolio, and scaling a global, multi-channel go-to-market model. The Vice President, Global Customer Support will lead Ericsson's 24/7 global technical support organization, overseeing distributed teams responsible for resolving complex customer and product issues. This is a highly visible leadership role — based in Boise,  (hybrid, 3 days onsite) — with direct impact on customer experience, retention, renewals, and long-term customer value.

• Lead global customer support operations across regions, ensuring consistent service quality and cost-effective delivery across time zones and delivery partners
• Own incident management and executive escalation processes for critical customer and product issues, including P0/P1 events
• Establish severity definitions, response SLAs, escalation paths, root cause analysis processes, and executive communication protocols
• Drive measurable improvements in key metrics: mean time to resolution, first-contact resolution, customer satisfaction, and cost per case
• Partner with Engineering to translate support trends and recurring issues into product roadmap input and prioritized resolution plans
• Collaborate with Sales and Customer Success to identify at-risk customers early and reduce renewal risk
• Evaluate and deploy tools for case management, knowledge management, automation, and AI-enabled support
• Build and retain a strong global support leadership team with clear career paths and succession planning
• Manage the annual support budget to ensure investments in people, tools, and automation deliver measurable business value

• 15+ years in technical support, service delivery, customer operations, or a related operational leadership role
• 7+ years leading teams in multi-region, distributed, or global environments
• Proven track record improving operational performance metrics including resolution time, service quality, and customer satisfaction
• Experience implementing and scaling support tools, case management systems, and automation capabilities
• Strong cross-functional leadership experience with Engineering, Sales, Customer Success, Product, and executive stakeholders
• Experience managing offshore, nearshore, partner, or distributed delivery models
• Executive-level communication skills, including clarity under high-pressure situations
• Ability to lead across multiple time zones and cultures; willingness to travel ~15–25%
• Bachelor's degree in Business, Engineering, Computer Science, or related field (or equivalent experience); MBA preferred
• Domain experience in networking, infrastructure, enterprise software, wireless, or telecom preferred

At Ericsson, you´ll have an…