Job Description

Who We Are?

Ceragon is the global innovator and leading solutions provider of end-to-end wireless connectivity, specializing in transport, access, and AI-powered managed & professional services. Through our commitment to excellence, we empower customers to elevate operational efficiency and enrich the quality of experience for their end users.

Our customers include service providers, utilities, public safety organizations, government agencies, energy companies, and more, who rely on our wireless expertise and cutting-edge solutions for 5G & 4G broadband wireless connectivity, mission-critical services, and an array of applications that harness our ultra-high reliability and speed. Ceragon solutions are deployed by more than 600 service providers, as well as more than 1,600 private network owners, in more than 130 countries.

Through our innovative, end-to-end solutions, covering hardware, software, and managed & professional services, we enable our customers to embrace the future of wireless technology with confidence, shaping the next generation of connectivity and service delivery.

Ceragon delivers extremely reliable, fast to deploy, high-capacity wireless solutions for a wide range of communication network use cases, optimized to lower TCO through minimal use of spectrum, power, real estate, and labor resources - driving simple, quick, and cost-effective network modernization and positioning Ceragon as a leading solutions provider for the “connectivity everywhere” era.

What Will You Do as Part of The Role?

You will be part of the leading technical group in the Global Support department with worldwide peers reporting to Customer support Expert leader.

Customer Support Expert main objectives:

• Provide 3rd Tier technical support for Ceragon 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 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.
• 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.
  
  

• 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 ( max up to 20% of working schedule) to address field issues or for knowledge sharing purposes
  
  

• At least 7 years of relevant work experience
• Electronic/Communication/Computer engineer (BA/BSc)
• 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
  
  

• 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.