Customer Support Engineer

Description

Customer Support Expert main objectives:

• Provide 3rd Tier technical support for Ceragon products to Global market operations teams.
• Lead Proof of Concept Projects (POC) from technical perspective by ensuring Installation, Commissioning, Configuration and Testing are inline with product specification and customer networks
• Work with Subcontractors during installation by configuring and commissioning radios and cell site routers to enable comms, radio links and services on time within SLAs
• Provide expert support for L2 and L3 Cellsite routers by configuring and commissioning the products and enable services as per SLA
• Provide expert advise and manage detailed design specific to customer networks
• Troubleshoot, analyze and debug complex issues that arise in clients Networks and were escalated to Expert group
• Escalate issues to Ceragon developers teams
• Coordinate communication between Ceragon developers and Customers to ensure the issue is well understood and properly attended.
• Maintain fully equipped lab environment to reproduce field issues and for self-training
• Collaborate with internal and external technical teams during several phases of projects, including design, development, implementation and operation of various network-related initiatives.
• Provide training to internal teams, subcontractors and customers on various Ceragon MW, Cell Site router products based on custom specific requirements
• Collaborate in providing solutions to various internal teams, including APEI Pre-sales, Regional Salespeople and Support Engineers worldwide.
• Keep productive working relationships with interfaces within the company across global, regional and local teams.
• Assist with the development of processes and procedures outlining clear operational guidelines.
• Document all work inquiry activities via CRM platform-Salesforce
• Manage customer support tickets via CRM platform (Salesforce)
• Document resolutions for reported issues for further training purposes through creating knowledge items
• Propagate knowledge to Global Ceragon teams

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This position includes the following responsibilities:

• Manage communications for mission-critical product issues impacting regional Services and Sales teams
• Provide feedback and coordinate enhancement and improvements of Ceragon product with Ceragon Developers, Product managers and Engineering & Manufacturing teams
• Provide support for Marketing collateral, advertising materials, marketing campaigns, trade shows, and other promotional activities
• Travel abroad ( when required as per working schedule) to address field issues or for knowledge sharing purposes
• Mentor local support engineers from technical perspective and handhold to ensure daily cutovers, tickets and issues are proactively resolved in timely manner as per SLA 

Requirements

Mandatory:

• At least 7 years of relevant work experience
• Electronic/Communication/Computer engineer (BA/BSc)
• Proven knowledge of Microwave radio systems
• Ability to learn effectively, quickly and work in fast paced environment.
• Excellent English knowledge - fluent in reading, writing, and speaking
• Strong knowledge in telecommunication technologies with focus on Wireless Transmission and packet switching area and relevant ITU standards.
• Proven theoretical and practical knowledge & skills of advance troubleshooting of Microwave radio systems
• Experience in following technologies: Network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, Network Synchronization, IP Routing, SNMP.
• Thorough understanding of critical features and common application of ISO ETH Layer 2
• Knowledge of major vendors’ networking products configurations, operations, and deployments.
• Team player with strong negotiation skills and the ability to work independently.
• Customer-oriented and focused
• Solution-oriented 
• After Hours work when required

Advantages:

• Cisco and/or Juniper or ALU/Nokia certifications or equivalent proven experience certification is preferred.
• Experience in TCP/IP , Routing Protocols, Core IP/MPLS, Edge, Fixed and Mobile IP RAN
• Ability to work independently and provide guidance to others on the team.
• Experience in working across multiple teams globally.