Customer Support Engineer

Position Summary

We are looking for an experienced Customer Support Engineer to provide technical support for Ceragon’s microwave and IP transport solutions. The ideal candidate will possess strong troubleshooting skills, extensive networking knowledge, and the ability to work directly with customers to resolve complex technical issues while ensuring high levels of customer satisfaction.

Key Responsibilities

Provide technical support for Ceragon Microwave/Microwave and IP Transport systems carrying mission-critical network traffic.

Troubleshoot and resolve issues across IP networking technologies, including MPLS, BGP, VRF, Ethernet, and Layer 2/Layer 3 protocols.

Design, implement, configure, and deploy IP/MPLS network solutions.

Architect networks for new services and recommend improvements to optimize network performance and reliability.

Configure and deploy routers, switches, and firewalls from vendors such as Cisco, Nokia, Juniper, and HP.

Plan, provision, and commission network services in ISP and telecommunications environments.

Determine appropriate network infrastructure and equipment to meet customer requirements.

Develop, maintain, and update network topology diagrams, design documentation, and inventory records.

Collaborate with Network Operations Center (NOC) teams and Field Engineers to troubleshoot customer network issues across Level 1, Level 2, and Level 3 support.

Ensure minimal service disruption through proactive monitoring, rapid troubleshooting, and implementation of effective workarounds.

Respond to customer support cases and escalations within defined service levels, including participation in 24/7 support rotations when required.

Develop scripts and automation tools to streamline network configuration and service provisioning.

Provide technical guidance, mentoring, and knowledge sharing to team members.

Participate in customer meetings, technical reviews, and solution discussions.

Requirements

Key Skills & Competencies

Excellent verbal and written communication and presentation skills.

Strong customer management and stakeholder engagement abilities.

Quick learner with the ability to understand new technologies and products rapidly.

Strong analytical and problem-solving skills.

Ability to work independently as well as collaboratively within cross-functional teams.

Ability to handle customer escalations and work effectively in a fast-paced environment.

Willingness to provide 24/7 on-call support when required.

Preferred Qualifications

Bachelor’s degree in Electronics or Telecommunications.

Industry certifications such as CCNA, CCNP, JNCIP, Nokia NRS, or MEF will be an advantage. Experience supporting ISP, Carrier, or Telecom Service Provider environments.