At a Glance
- Tasks: Manage technical support and operational engagement for the Xplore network.
- Company: Join a leading telecommunications company focused on innovation.
- Benefits: Competitive salary, travel opportunities, and professional growth.
- Other info: Work in a dynamic environment with global teams and exciting challenges.
- Why this job: Be the go-to tech expert and make a real difference in network performance.
- Qualifications: 5+ years in technical support and strong networking knowledge required.
The predicted salary is between 78750 - 96250 $ per year.
Job Description
- The anticipated position will be a
- 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 Dev Ops
Job Description
The anticipated position will be a Resident Engineer dedicated to supporting the Xplore 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 Dev Ops
- Preferred Qualifications
- 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
The candidate will be on customer site in Canada minimum 3 days a week.
Job 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.
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SME Ceragon employer: Ceragon Networks
Ceragon is an exceptional employer that prioritizes employee growth and development, offering a dynamic work culture where collaboration and innovation thrive. With a strong focus on operational excellence and customer satisfaction, employees are empowered to take on meaningful challenges while building lasting relationships with clients and third-party partners. Located in Canada, this role provides the unique opportunity to engage directly with cutting-edge technology in the wireless telecommunications sector, ensuring a rewarding career path for those passionate about network performance and technical support.
