Open Position

Customer Support Engineer

Job Description

As the world’s #1 wireless backhaul specialist, Ceragon Networks ensures that mobile and fixed-line carriers, as well as private network operators, have the cost-effective transmission capacity to deliver the voice and premium data services on which we all rely.” Ceragon is the #1 leading Wireless backhaul company in the telecommunications industry. We are currently looking for a dedicated individual to join our dynamic and highly motivated Customer Support Team.

The Customer Technical Advocate acts as the primary technical contact to help customers make the most from the Ceragon Solution by: highlighting Ceragon's technical benefits; ensure customer technical questions and concerns are resolved quickly; and contemplating any needs with value-add services. Beyond that, the CTA will support lab and field evaluation of new products, software, and services.

The main responsibilities for this role are, but not limited to

Customer technical education

•        Act as the primary point of contact for product questions

•        Thoroughly understand Ceragon technology

•        Summarize and explain the benefits of Ceragon solutions to customers

•        Provide customer feedback to Ceragon product teams to ensure alignment of the technical roadmap with customer needs

•        Highlight relevant value-add services to complement the technical solution and cater for customer needs

Resolve customer technical issues

•        Be a customer advocate with the region and at HQ to address customer concerns

•        Maintain a comprehensive view of customer technical issues

•        Ensure issues are submitted promptly to internal support teams

•        Drive rapid closure of technical issues.

•        Keep customers informed on the status of issue resolution

•        Generate service level reports as needed

Support customer lab evaluation and certification

•        Lead the lab evaluation to assure smooth introduction of new products and solutions

•        Work collaboratively with customers to understand their lab testing processes and desired goals. Create test plans to meet these goals

•        Perform and document tests in concert with the customer

•        Reproduce unexpected behavior in the lab as required

•        Generate lab evaluation reports

Support the customer as new solutions are tested for the first time in the field

•        Lead field evaluation to assure smooth introduction of new products and solutions

•        Ensure test sites meet quality standards

•        Resolve field configuration issues

•        Direct activities of subcontractors as needed

Generate test summary reports as needed

Job Requirements:

·        Electronics/Telecommunications Technologist degree or higher

·        3-5 years’ experience in Technical Support in the telecommunication industry including familiarity with Ethernet, IP, QoS, Mobile Backhaul, RF and small cell technologies

·        CCNA Certification at lease level 2 or higher or equivalent experience a plus

  • 2 or more years of experience with microwave technology equipment, Ceragon experience would be valued
  • CCNA Certification at lease level 2 or higher or equivalent experience a plus

·        Test equipment familiarity including:

o Spectrum Analyzers and Power Meters

o Ethernet Traffic Analyzers

o TDM Traffic Analyzers

·        Strong Customer facing skills and attitude

·        Proven presentation skills and experience with external customers

·        Excellent verbal and written English skills

·        Proficiency with MS Office applications

Location is negotiable. Extensive travel as needed to meet customer and business demands

We offer you the opportunity to be the owner of your professional career, with a hands on learning experience from leading innovators inside our team. Ceragon has an excellent working environment, even during this virtual time.

Ceragon offers an outstanding compensation and benefit package, medical, dental, and life insurances; investment savings plan (401K) with employer matching.


Job Requirements