📍 Job Overview

Job Title: Customer Support Engineer
Company: Ceragon
Location: Paraguay
Job Type: Full-time
Category: Technical Support & Customer Success
Date Posted: 2025-06-26
Experience Level: 2-5 years
Remote Status: Hybrid (3 days in-office, 2 days remote)

🚀 Role Summary

Primary Role: Ensure high-quality customer support and troubleshooting for Ceragon's wireless connectivity solutions.
Key Responsibilities: Handle complex customer issues, reproduce field issues in a lab environment, analyze system performance, and collaborate with internal teams to deliver solutions.
Key Skills: Strong technical background in microwave and mmWave wireless systems, Ethernet/IP networking, and excellent communication skills.

📝 Enhancement Note: This role requires a balance of technical expertise and customer-facing skills, making it ideal for candidates with a strong technical foundation and a passion for customer support.

💻 Primary Responsibilities

Support Process Management: Follow support processes and cases through the CRM system.
Lab Environment Troubleshooting: Work in a fully equipped lab environment to reproduce field issues and conduct self-training.
System Performance Analysis: Analyze and debug system performance from collected data to identify points of failure.
Proactive Customer Support: Act proactively to prevent issues by providing suggestions and advice to customers.
Engineer Support: Support Ceragon engineers in the regions by handling complex and difficult cases.
Product Development Follow-up: Follow up on product development/changes with close cooperation with the Tier-3 expert team.
Documentation: Document resolutions for reported issues for further training purposes through creating knowledge items.

📝 Enhancement Note: This role requires a strong problem-solving mindset, with the ability to analyze complex technical issues and communicate solutions effectively to both technical and non-technical stakeholders.

🎓 Skills & Qualifications

Education: Bachelor's degree in Electronics, Communications, or Computer Engineering.

Experience: 2-3 years of experience with installation, configuration, and advanced troubleshooting of Microwave and mmWave Wireless systems. Proven experience interfacing with customers in a support or presales role.

Required Skills:

Strong Ethernet/IP/networking knowledge
Understanding of packet switch network resiliency protocols, xSTP, G8032
Understanding of synchronization principles and standards
Multivendor telecom experience, NOC or operations
Understanding of radio link planning principles
Experience with SNMP-based NMS platform
Familiarity with millimeter-wave wireless systems (especially 60 & 80 GHz), link budgeting, antenna alignment, and propagation characteristics—ideally with Terragraph or similar mesh-based wireless technologies
Comfortable in English with excellent communication skills
Open to working flexible hours and being on-call

Preferred Skills:

Experience with Ceragon products and solutions
Familiarity with CRM systems (e.g., Salesforce, Zendesk)
Knowledge of additional languages (e.g., Spanish)

📝 Enhancement Note: While the required skills list is comprehensive, Ceragon values candidates who are eager to learn and adapt to new technologies, as the wireless connectivity industry is constantly evolving.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant technical skills and experience in wireless connectivity and customer support.
Examples of successful troubleshooting cases or projects demonstrating problem-solving skills and technical expertise.
Evidence of excellent communication skills through customer testimonials or internal team feedback.

Technical Documentation:

Documented troubleshooting processes and case studies showcasing analytical and problem-solving skills.
Examples of knowledge-sharing articles or training materials created to improve customer support processes.

📝 Enhancement Note: As this role involves handling complex customer issues, candidates should be prepared to provide detailed examples of their troubleshooting processes and the outcomes they achieved.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Paraguay is approximately PYG 12,000,000 - 15,000,000 per year (USD 15,000 - 18,750 per year), based on experience and qualifications. This estimate is derived from regional market data and industry standards for technical support roles.

Benefits:

Private health insurance fully covered for the employee and their immediate family.
Vending machine credit of 200,000 PYG for use in the office vending machine.
On-site medical consultations with a general practitioner and nutritionist.
Birthday leave to celebrate the employee's birthday.
Hybrid work model with three days in the office and two days remote.
Office location with parking facilities in República Argentina & Mariscal López, Torre de Las Americas building.

Working Hours: The standard working week is 40 hours, with flexible hours and on-call availability required to support customers in different time zones.

📝 Enhancement Note: While Ceragon offers a competitive salary and benefits package, the salary range provided is an estimate and may vary based on individual qualifications and experience. Candidates should research regional salary standards and cost of living to ensure the compensation package meets their expectations.

🎯 Team & Company Context

Company Culture:

Industry: Ceragon operates in the wireless connectivity industry, specializing in transport, access, and AI-powered managed & professional services.
Company Size: Ceragon is a global innovator with a presence in over 130 countries, employing more than 1,000 people worldwide. This provides ample opportunities for career growth and collaboration with diverse teams.
Founded: Ceragon was founded in 1996, with a strong focus on innovation and customer support.

Team Structure:

The Customer Support team works closely with regional engineers, the Tier-3 expert team, and other internal departments to ensure customer issues are resolved efficiently and effectively.
The team follows a structured support process through a CRM system, with clear escalation paths for complex issues.

Development Methodology:

Ceragon follows a structured problem-solving approach, with a focus on root cause analysis and continuous improvement.
The team uses a CRM system to manage support cases, track progress, and ensure timely resolution.
Collaboration and knowledge-sharing are essential aspects of the company culture, with regular team meetings and training sessions to improve skills and stay up-to-date with the latest technologies.

Company Website: Ceragon

📝 Enhancement Note: Ceragon's global presence and commitment to innovation provide an excellent environment for technical professionals seeking to grow their careers in the wireless connectivity industry.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level position within the Customer Support and Technical Success career path. It requires a strong technical foundation in wireless connectivity and proven experience interfacing with customers.

Reporting Structure: The Customer Support Engineer reports directly to the Customer Support Manager and works closely with regional engineers, the Tier-3 expert team, and other internal departments.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Ceragon's wireless connectivity solutions. By providing high-quality support and troubleshooting complex issues, the Customer Support Engineer plays a crucial role in maintaining Ceragon's reputation for excellence in the wireless connectivity industry.

Growth Opportunities:

Technical Specialization: As the Customer Support Engineer gains experience and expertise, they may have the opportunity to specialize in specific wireless connectivity technologies or customer segments.
Team Leadership: With proven leadership skills and a strong technical background, the Customer Support Engineer may have the opportunity to lead a team of customer support professionals or take on a management role within the organization.
Cross-functional Collaboration: By working closely with other departments, the Customer Support Engineer may identify opportunities to contribute to product development, marketing, or other aspects of the business, further expanding their career prospects within the company.

📝 Enhancement Note: Ceragon's commitment to innovation and customer success provides numerous opportunities for technical professionals to grow their careers and make a significant impact on the wireless connectivity industry.

🌐 Work Environment

Office Type: Ceragon's office in Paraguay is located in the República Argentina & Mariscal López, Torre de Las Americas building, providing a modern and collaborative work environment for employees.

Office Location(s): The office is conveniently located in Asunción, Paraguay, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Environment: The office features open-plan workspaces that encourage collaboration and teamwork among employees.
Lab Environment: The office includes a fully equipped lab environment for reproducing field issues and conducting self-training.
Technical Resources: The office provides access to the necessary tools and resources for troubleshooting and supporting Ceragon's wireless connectivity solutions.

Work Schedule: The standard working week is 40 hours, with flexible hours and on-call availability required to support customers in different time zones. The hybrid work model allows employees to work from the office three days a week and remotely two days a week.

📝 Enhancement Note: Ceragon's modern and collaborative work environment, along with its flexible work arrangements, provides an excellent setting for technical professionals to thrive and grow their careers.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and understand the candidate's experience and qualifications.
Technical Assessment: A hands-on technical assessment to evaluate the candidate's troubleshooting skills and understanding of wireless connectivity technologies.
Behavioral Interview: A structured interview to assess the candidate's problem-solving skills, customer focus, and cultural fit with Ceragon.
Final Decision: The hiring manager will make a final decision based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

Highlight successful troubleshooting cases or projects that demonstrate the candidate's problem-solving skills and technical expertise.
Showcase excellent communication skills through customer testimonials or internal team feedback.
Provide examples of knowledge-sharing articles or training materials created to improve customer support processes.

Technical Challenge Preparation:

Brush up on wireless connectivity technologies, focusing on microwave and mmWave systems.
Familiarize yourself with Ceragon's products and solutions, if possible.
Prepare examples of complex customer issues you've handled in the past and how you approached troubleshooting and resolution.

ATS Keywords: Customer Support, Microwave Wireless, mmWave Wireless, Ethernet, Networking, Telecom, NOC Operations, Radio Link Planning, SNMP, Communication Skills, Problem Solving, Technical Support, Field Issue Analysis, Documentation, Team Collaboration, Flexibility

📝 Enhancement Note: Ceragon's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit with the organization. By preparing thoroughly and showcasing relevant experience and expertise, candidates can demonstrate their value to the company and increase their chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

CRM system (e.g., Salesforce, Zendesk)
SNMP-based NMS platform
Wireless connectivity tools (e.g., spectrum analyzers, signal generators)

Troubleshooting Tools:

Network protocol analyzers (e.g., Wireshark)
Packet capture and analysis tools
Remote access tools (e.g., VPN, SSH)

Documentation Tools:

Knowledge management platforms (e.g., Confluence, SharePoint)
Collaboration tools (e.g., Microsoft Office, Google Workspace)

📝 Enhancement Note: While the specific technology stack may vary depending on the candidate's role and responsibilities, Ceragon uses industry-standard tools and platforms to support its wireless connectivity solutions and customer success initiatives.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Ceragon places a strong emphasis on customer satisfaction and ensuring that customers receive the highest level of support and service.
Continuous Improvement: The company encourages a culture of continuous learning and improvement, with a focus on staying up-to-date with the latest technologies and best practices in wireless connectivity.
Collaboration: Ceragon values a collaborative approach to problem-solving, with a focus on working together to achieve the best possible outcomes for customers and the company.
Expertise: Ceragon seeks to hire and develop talented professionals with a deep understanding of wireless connectivity technologies and a passion for customer support.

Collaboration Style:

Structured Problem-solving: Ceragon follows a structured problem-solving approach, with a focus on root cause analysis and continuous improvement.
Knowledge-sharing: The company encourages a culture of knowledge-sharing, with regular team meetings and training sessions to improve skills and stay up-to-date with the latest technologies.
Cross-functional Collaboration: Ceragon values collaboration with other departments, with a focus on working together to achieve the best possible outcomes for customers and the company.

📝 Enhancement Note: Ceragon's customer-focused culture and commitment to continuous improvement provide an excellent environment for technical professionals seeking to grow their careers in the wireless connectivity industry.

🛡️ Challenges & Growth Opportunities

Technical Challenges:

Complex Troubleshooting: Handling complex customer issues that require in-depth technical knowledge and problem-solving skills.
Time-sensitive Support: Providing timely support and resolution for critical customer issues that impact business operations and user experience.
Emerging Technologies: Staying up-to-date with the latest wireless connectivity technologies and their potential impact on customer support processes.

Learning & Development Opportunities:

Technical Training: Ceragon offers opportunities for technical training and certification to help employees develop their skills and advance their careers.
Conference Attendance: The company encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in wireless connectivity.
Mentorship Programs: Ceragon offers mentorship programs to help employees develop their skills and advance their careers within the organization.

📝 Enhancement Note: Ceragon's commitment to customer success and continuous improvement provides numerous opportunities for technical professionals to develop their skills and advance their careers in the wireless connectivity industry.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Prepare for detailed questions about troubleshooting complex customer issues, with a focus on problem-solving and analytical skills.
Technology Deep Dive: Brush up on your knowledge of wireless connectivity technologies, with a focus on microwave and mmWave systems, and be prepared to discuss their applications and potential challenges.
Customer Support Best Practices: Familiarize yourself with best practices for customer support and be prepared to discuss your approach to handling customer issues and ensuring customer satisfaction.

Company & Culture Questions:

Ceragon's Mission: Research Ceragon's mission and values, and be prepared to discuss how you align with the company's commitment to customer success and innovation in the wireless connectivity industry.
Team Dynamics: Prepare for questions about your ability to work collaboratively with other departments and contribute to a positive and productive team environment.
Customer Focus: Be prepared to discuss your approach to customer support and your commitment to ensuring customer satisfaction and success.

Portfolio Presentation Strategy:

Storytelling: Prepare a compelling narrative that showcases your technical expertise, problem-solving skills, and commitment to customer success.
Visual Aids: Use visual aids, such as diagrams, flowcharts, or screenshots, to illustrate complex technical concepts and support your storytelling.
Practical Examples: Provide practical examples of your troubleshooting processes and the outcomes you achieved, with a focus on customer satisfaction and resolution.

📝 Enhancement Note: Ceragon's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit with the organization. By preparing thoroughly and showcasing relevant experience and expertise, candidates can demonstrate their value to the company and increase their chances of success in the interview process.

📌 Application Steps

To apply for this Customer Support Engineer position:

Submit your application through the Comeet job posting.
Customize your resume with relevant technical skills and experience, highlighting your problem-solving abilities and customer support background.
Prepare a portfolio showcasing successful troubleshooting cases or projects, with a focus on technical expertise and customer satisfaction.
Research Ceragon's mission, values, and wireless connectivity solutions to ensure a strong cultural fit and alignment with the company's commitment to customer success.
Prepare for the interview process by brushing up on your technical skills, familiarizing yourself with Ceragon's products and solutions, and practicing your problem-solving and communication skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and wireless connectivity industry-standard assumptions. All details should be verified directly with Ceragon before making application decisions.

Customer Support Engineer