Job 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 networksWork 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 networksTroubleshoot, analyze and debug complex issues that arise in clients Networks and were escalated to Expert groupEscalate issues to Ceragon developers teamsCoordinate 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-trainingCollaborate 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 requirementsCollaborate 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-SalesforceManage customer support tickets via CRM platform (Salesforce)Document resolutions for reported issues for further training purposes through creating knowledge itemsPropagate knowledge to Global Ceragon teams This position includes the following responsibilities: Manage communications for mission-critical product issues impacting regional Services and Sales teamsProvide feedback and coordinate enhancement and improvements of Ceragon product with Ceragon Developers, Product managers and Engineering & Manufacturing teamsProvide support for Marketing collateral, advertising materials, marketing campaigns, trade shows, and other promotional activitiesTravel abroad ( when required as per working schedule) to address field issues or for knowledge sharing purposesMentor local support engineers from technical perspective and handhold to ensure daily cutovers, tickets and issues are proactively resolved in timely manner as per SLA Job Requirements Mandatory: At least 7 years of relevant work experienceElectronic/Communication/Computer engineer (BA/BSc)Proven knowledge of Microwave radio systemsAbility to learn effectively, quickly and work in fast paced environment.Excellent English knowledge - fluent in reading, writing, and speakingStrong 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 systemsExperience 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 2Knowledge of major vendors’ networking products configurations, operations, and deployments.Team player with strong negotiation skills and the ability to work independently.Customer-oriented and focusedSolution-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 RANAbility to work independently and provide guidance to others on the team.Experience in working across multiple teams globally.
