SME Ceragon
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Experience
- 5+ years of experience in technical support, technical account management, or presales roles.
- Posting language
- English
- Posted
Original job description
Description
The anticipated position will be a Resident Engineer dedicated to supporting the the customers network. This individual will serve as the primary technical and operational point of contact for our Customer, ensuring network performance, issue resolution, and coordination between Ceragon, the customer, and third-party service providers' .
Requirements
What does it require from you?
The anticipated position will be a Resident Engineer dedicated to supporting the the customers network. This individual will serve as the primary technical and operational point of contact for our Customer, ensuring network performance, issue resolution, and coordination between Ceragon, the customer, and third-party service providers' .
- Manage day-to-day technical engagement and operational support for the customer.
- Oversee fault management processes, including ticket triage, prioritization, and tracking.
- Provide first-line incident management and coordinate with Ceragon Technical Support teams to drive timely issue resolution.
- Assist in troubleshooting and resolving network-related issues across the Xplore network.
- Escalate complex incidents to Tier 2 and Tier 3 support teams as required.
- Coordinate and manage third-party field technicians and tower crews for maintenance, repairs, and network upgrades.
- Oversee dispatch activities and ensure timely completion of field service work.
- Monitor overall network performance and proactively engage with the customers Network Operations Center (NOC) to address service-impacting issues.
- Plan, coordinate, and oversee software and firmware upgrades across the network.
- Develop and maintain strong working relationships with the customer personnel and third-party service providers.
- Track operational metrics, provide status updates, and ensure adherence to service-level commitments.
- Act as a trusted technical advisor and advocate for customer, driving operational excellence and will work with Customer DevOps
- Experience in wireless telecommunications, microwave networking, network operations, or managed services environments.
- Strong understanding of fault management, incident management, and network troubleshooting.
- Experience working directly with customers in a resident engineer or customer-facing technical support role.
- Experience managing third-party vendors, field technicians, and tower crews.
- Excellent communication, problem-solving, and relationship management skills.
- Ability to work independently while coordinating across multiple teams and stakeholders.
- Required knowledge of Ceragon MW equipment
- Prefer CCNA, not required
Requirements
What does it require from you?
- 5+ years of experience in technical support, technical account management, or presales roles.
- Strong background in radio systems, RF and Layer 2/Layer 3 networking.
- Team player, with proven experience working with global, cross-functional teams.
- Fast learner with the ability to work independently and in a team.
- Excellent communication skills in English.
- Advantage – degree in Electronics, Communications, or Computer Engineering.
- Advantage – experience with microwave radios installation, operation, and maintenance.
- Advantage – CCNA, CCNP or equivalent.
- Availability to travel internationally (approx. 25%) to support customers on-site and facilitate knowledge sharing.
More about this job
Responsibilities
Serve as the customer’s primary technical and operational contact, managing network support, fault and incident handling, troubleshooting, escalations, and coordination with Ceragon support teams. Coordinate third-party field work and network upgrades, monitor performance and service commitments, and maintain strong relationships with the customer and service providers.
Requirements
Requires at least five years of experience in technical support, technical account management, or presales, along with strong knowledge of radio systems, RF, Layer 2/Layer 3 networking, and Ceragon microwave equipment. The role also calls for customer-facing and cross-functional teamwork, excellent English communication, and international travel availability; a relevant engineering degree, microwave radio experience, and CCNA/CCNP are advantages.
Skills
- Wireless Telecommunications
- Microwave Networking
- Ceragon Microwave Equipment
- Radio Systems
- RF
- Layer 2 Networking
- Layer 3 Networking
- Network Operations
- Fault Management
- Incident Management
- Network Troubleshooting
- Vendor Management
- Field Technician Coordination
- Customer Support
- Software and Firmware Upgrades
- CCNA
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Engineering
- Customer Service & Support
- Management & Leadership
Keywords
- Ceragon
- Microwave Networking
- Wireless Telecommunications
- Radio Systems
- RF
- Layer 2 Networking
- Layer 3 Networking
- Network Operations
- Managed Services
- Fault Management
- Incident Management
- Ticket Triage
- Network Troubleshooting
- Tier 2 Support
- Tier 3 Support
- Customer DevOps
- Network Operations Center
- Third-Party Vendor Management
- Field Technicians
- Tower Crews
- Software Upgrades
- Firmware Upgrades
- Service-Level Commitments
- Technical Account Management
- Presales
- CCNA
- CCNP
- Microwave Radio Installation
- Microwave Radio Maintenance
- Cross-Functional Teams