Customer Support Engineer Expert (Tier 3) - Bucharest

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Customer Support Engineer Expert (Tier 3)
Bucureşti
Bucharest, Bucharest, Romania

Job Description

Ceragon Networks Ltd. () is the global innovator and leading solutions provider of 5G wireless transport. We help operators and other service providers worldwide increase operational efficiency and enhance end customers’ quality of experience with innovative wireless backhaul and fronthaul solutions.

Ceragon’s unique multicore technology and disaggregated approach to wireless transport provides highly reliable, fast to deploy,
- capacity wireless transport for 5G and 4G networks with minimal use of spectrum, power, real estate, and labor resources. We deliver a complete portfolio of turnkey
-
- end AI-based managed and professional services that ensure efficient network rollout and optimization to achieve the highest value for our customers. Our solutions are deployed by more than service providers, as well as more than private networks, in more than countries. Will be part of the leading technical group in the Global Support department with worldwide peers reporting to Customer support Expert leader.

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
- training.

Collaborate with internal and external technical teams during several phases of projects, including design, development, implementation and operation of various
- 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
- Salesforce.

Document resolutions for reported issues for further training purposes through creating knowledge items.

Propagate knowledge to Global Ceragon teams.

This position includes the following responsibilities:

Manage communications for
- 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

By joining our team, you will become part of one of the world’s leading and most influential wireless communications companies, Ceragon.

Job Requirements

Mandatory:

Electronic/Communication/Computer engineer (BA/BSc)

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 Micro
Wave radio systems.

Experience in following technologies: Network resiliency protocols (x
STP, G), 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.

At least 7 years of relevant work experience

Ability to learn effectively and quickly.

Proven knowledge of Microwave radio systems

Excellent English knowledge - fluent in reading, writing, and speaking.

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.

Preferred personal qualifications:

Experience in technical support, account management, sales (direct and/or offline), or project management.

Proven ability to lead
- functional initiatives and successfully collaborate with colleagues in a variety of roles.

Outstanding analytical, troubleshooting, problem solving, and communication skills.

Ability to participate in
- hours
- call rotation.

Stress tolerance.

Self driven

We are looking for a candidate with excellent communication skills, capable of
- learning and working in a challenging environment, who is highly motivated and able to work under pressure, as well as willing to work as a team player.

Detalii privind locul de muncă:

Firma:	Ceragon
Localiția:	Bucureşti Bucharest, Bucharest, Romania
Adăugat:	27. 6. 2024 Postul de muncă activ

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