Join our Team About this opportunity We are looking for a Fintech Solution Support Engineer to ensure the stability, availability, and performance of our digital financial services platforms. In this role, you will provide L2 production support, manage incidents and service restoration, contribute to system integrations, and collaborate with cross-functional teams to deliver secure, reliable, and high-performing fintech solutions. You will play a key role in maintaining business continuity while driving continuous operational improvements. What you will do• Provide L2 technical support for fintech platforms, resolving incidents, service requests, and problems within agreed SLAs. • Perform root cause analysis (RCA) for recurring and critical incidents, implementing corrective and preventive actions. • Execute application deployments, patches, configuration changes, and rollback activities following change management processes. • Participate in on-call rotations and major incident management, ensuring timely communication and resolution. • Support system integrations by executing and validating integration testing and troubleshooting API-based services. • Review API specifications, integration contracts, and solution documentation to support implementation activities. • Contribute to minor solution design and configuration updates, including routing rules, API mappings, and parameter tuning. • Collaborate with Solution Architects, Engineering, Operations, Security, Compliance, and external partners to enhance solution reliability. • Maintain secure platform configurations, access controls, logging, and compliance with security standards. • Identify opportunities to improve system reliability, monitoring, automation, and operational efficiency. • Communicate technical issues, resolutions, and status updates effectively to technical and business stakeholders. The skills you bring• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. • 6-12 years of experience in application or system support within fintech, mobile financial services, or other high-transaction environments. • Strong experience supporting mission-critical production systems with high availability requirements. • Knowledge of Linux/Unix administration and troubleshooting. • Understanding of APIs, system integrations, and distributed applications. • Familiarity with cloud platforms (AWS, Azure, or GCP) and container technologies such as Docker and Kubernetes. • Knowledge of IT service management processes, incident management, and change management. • Understanding of fintech security, compliance, and operational best practices. • Strong analytical, problem-solving, and communication skills with a customer-focused mindset. • Ability to work effectively under pressure, manage priorities, and collaborate across cross-functional teams. • Certifications related to IT service management or operations (for example ITIL Foundation). Cloud or platform certifications (for example AWS/Azure/GCP Associate-level) are an advantage. • Security or compliance-related certifications are a plus but not mandatory. 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.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive 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. Primary country and city: Pakistan (PK) || Islamabad Req ID: 787874

• Work continuously on assigned tasks/helpdesk tickets and projects until completion, ensuring stakeholders are satisfied with IT service levels • Install and configure computer hardware, operating systems and applications • Monitor and maintain computer systems, services and networks • Talk users through a series of actions to help set up systems or resolve issues • Use your technical and analytical expertise to identify, troubleshoot and resolve incidents and problems • Provide recommendations and drive the implementation of improvements to operational controls, functions and processes • Manage and administer ticketing systems • Ensure the highest level of data security to protect our clients’ information assets • Support and be an integral member of the IT team

• Own every escalation, start to finish. P1/P2 incidents don't get handed off — they get owned. You'll lead triage, drive cross-functional coordination, manage customer communication, and close out post-incident reviews, including the cases AI couldn't close or got wrong. • Keep the shift running, no matter what. You'll run shifts within a global 24/7 follow-the-sun model — clean handoffs, uninterrupted coverage, healthy queues across regions. Nothing falls through the cracks on your watch. • Solve what others can't. The hardest technical tickets — SaaS integrations, REST APIs, SSO (SAML/OIDC), webhooks — land with you. You drive to root cause, not just workarounds. • Hold the AI accountable. Spot-check AI and bot-handled resolutions for accuracy, especially anything touching pricing, security posture, or compliance claims. Decide what needs a human. Turn every miss into a fix in the knowledge base or macro so the bot doesn't repeat it. • Make the team around you better. Coach and level up support engineers through direct mentorship, runbooks, and documentation — including how to work alongside AI well: when to trust a draft, when to override it, and how to spot a confidently wrong answer. • Own queue health and SLA outcomes. Make prioritization calls under load, manage SLA risk across both AI-handled and human queues, and communicate trade-offs clearly to customers and teammates. • Reduce the ticket load, systematically. Build macros, automations, and AI-assisted workflows that measurably cut volume and improve response quality — not just faster firefighting. • Close the loop with Product and Engineering. Surface patterns, flag gaps in AI or KB coverage, and represent the customer's voice in escalations. Recurring issues get fixed, not just managed.

• Lead, coach, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and continuous learning • Drive team performance through coaching, regular performance evaluations, talent development, and succession planning • Oversee support operations by monitoring key performance metrics, improving processes, and maintaining high standards for quality, documentation, and compliance • Lead the resolution of complex customer escalations and enterprise customer risks, partnering with senior leadership and cross-functional teams to drive successful outcomes • Partner closely with Product, Engineering, Customer Success, and other cross-functional teams to advocate for customer needs, influence product improvements, and enhance the end-to-end customer experience • Identify customer trends and systemic issues, using insights and operational data to drive continuous improvement across products, processes, and support operations • Lead hiring, onboarding, workforce planning, and employee development to build a scalable, high-performing organization • Champion the adoption of new technologies, including AI-enabled solutions and automation, to improve team productivity and operational effectiveness • Lead change management initiatives, helping teams successfully adopt new products, tools, processes, and business priorities • Contribute to strategic planning by using customer insights, operational metrics, and business needs to influence decisions and improve support outcomes