SME Ceragon

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 DevOps

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.

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.