Customer Support Engineer

Provide 3rd Tier technical support for products to Global market operations teams.
Troubleshoot, analyze and debug complex issues that arise in clients Networks and were escalated to Expert group
Escalate issues to developers teams
Coordinate communication between 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.
Collaborate in providing solutions to various internal teams, including HQ Pre-sales, Regional Salespeople and Support Engineers worldwide.
Keep productive working relationships with interfaces within the company.
Assist with the development of processes and procedures outlining clear operational guidelines.
Document all work inquiry activities via CRM platform-Salesforce
Document resolutions for reported issues for further training purposes through creating knowledge items
Propagate knowledge to Global Ceragon teams.
דרישות התפקיד
At least 7 years of relevant work experience
Electronic/Communication/Computer engineer (BA/BSc)
Experience in Radio and Networking Systems
Proven knowledge of Microwave radio systems
Ability to learn effectively and quickly.
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
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.