📍 Job Overview

• Job Title: Customer Support Engineer
• Company: Ceragon
• Location: Rosh Ha'ayin, Central, Israel
• Job Type: On-site, Full-time
• Category: Technical Support & Customer Success
• Date Posted: June 19, 2025
• Experience Level: 5-10 years

🚀 Role Summary

• Serve as a global technical expert in Ceragon's Customer Support department, providing 3rd tier support for Ceragon products to worldwide operations teams.
• Troubleshoot, analyze, and debug complex network issues, collaborating with internal teams and customers to ensure effective resolution.
• Maintain a fully equipped lab environment for issue reproduction, self-training, and knowledge sharing.
• Travel abroad (up to 20% of working schedule) to address field issues or for knowledge sharing purposes.

📝 Enhancement Note: This role requires a strong technical background in microwave radio systems and telecommunication technologies, with a focus on wireless transmission and packet switching. The ideal candidate will have proven experience in advanced troubleshooting and be comfortable working in a global, cross-functional team environment.

💻 Primary Responsibilities

• Provide Technical Support: Address complex network issues escalated from regional support teams, ensuring minimal downtime and maximum customer satisfaction.
• Collaborate with Internal Teams: Work closely with Ceragon's developers, product managers, and engineering teams to identify root causes, coordinate enhancements, and improve product quality.
• Document and Share Knowledge: Maintain up-to-date records of support activities, create knowledge items, and propagate learnings to global Ceragon teams through training and documentation.
• Manage Communications: Facilitate communication for mission-critical product issues, ensuring alignment and coordination among regional services and sales teams.
• Support Marketing Activities: Contribute to marketing collateral, advertising materials, and promotional events by providing technical insights and product expertise.

📝 Enhancement Note: This role involves managing complex technical challenges, requiring strong problem-solving skills, attention to detail, and the ability to work effectively under pressure. The ideal candidate will be comfortable working in a dynamic, fast-paced environment and have a proven track record of delivering high-quality support.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Electronic/Communication/Computer Engineering (BA/BSc) is required.

Experience: At least 7 years of relevant work experience in a technical support or related role is mandatory. Proven knowledge of microwave radio systems and strong understanding of telecommunication technologies are essential.

Required Skills:

• Proven knowledge of microwave radio systems and wireless transmission technologies
• Strong understanding of telecommunication technologies, with a focus on packet switching and relevant ITU standards
• Excellent English language skills (fluent in reading, writing, and speaking)
• Advanced troubleshooting skills for microwave radio systems
• Experience with network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, network synchronization, IP routing, and SNMP
• Thorough understanding of ISO ETH Layer 2 features and common applications
• Knowledge of major vendors' networking products configurations, operations, and deployments
• Strong teamwork and negotiation skills, with a customer-oriented and solution-focused mindset

Preferred Skills:

• Cisco and/or Juniper or ALU/Nokia certifications or equivalent proven experience
• Experience in TCP/IP, routing protocols, core IP/MPLS, edge, fixed, and mobile IP RAN
• Ability to work independently and provide guidance to others on the team
• Experience working across multiple teams globally

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• A well-documented portfolio showcasing previous technical support cases, highlighting problem-solving skills, and demonstrating the ability to manage complex network issues.
• Examples of successful collaborations with internal teams and customers, showcasing effective communication and resolution strategies.
• Evidence of knowledge sharing and training initiatives, such as creating knowledge items or conducting technical workshops.

Technical Documentation:

• Detailed case studies documenting troubleshooting processes, root cause analysis, and resolution steps for complex network issues.
• Records of support activities, including customer interactions, issue resolution times, and customer satisfaction metrics.
• Documentation of product enhancements and improvements suggested to Ceragon's developers and engineering teams.

📝 Enhancement Note: While a traditional web portfolio is not required for this role, a well-structured and well-documented record of technical support cases and collaborations will be essential for demonstrating the required skills and experience.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Israel is estimated to be between ₪45,000 - ₪65,000 per month (₪540,000 - ₪780,000 annually), based on market research and industry standards for experienced technical support professionals with relevant skills and experience.

Benefits:

• Competitive compensation package, including salary and benefits
• Opportunities for professional growth and development within a global organization
• A dynamic and innovative work environment, with a focus on cutting-edge wireless connectivity solutions

Working Hours: The standard working hours for this role are 40 hours per week, with the possibility of flexible working arrangements and overtime as required to address critical network issues.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications, experience, and the company's internal salary structure. The benefits package may include additional compensation components, such as performance bonuses, stock options, or other incentives.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ceragon operates in the wireless connectivity and telecommunications industry, specializing in transport, access, and AI-powered managed & professional services.

Company Size: Ceragon is a global organization with a significant presence in the wireless connectivity market, employing over 1,000 professionals worldwide. This size provides opportunities for career growth and exposure to diverse projects and technologies.

Founded: Ceragon was founded in 1996 and has since grown to become a leading solutions provider for 5G & 4G broadband wireless connectivity, mission-critical services, and a wide range of applications that harness its ultra-high reliability and speed.

Team Structure:

• The Customer Support department is part of Ceragon's Global Support organization, with worldwide peers reporting to the Customer Support Expert leader.
• The role will collaborate with internal teams, including developers, product managers, engineering & manufacturing teams, pre-sales, regional salespeople, and support engineers worldwide.

Development Methodology:

• Ceragon follows a structured approach to issue resolution, involving collaboration with internal teams, customers, and developers to ensure effective communication and problem-solving.
• The company emphasizes continuous learning and improvement, with a focus on knowledge sharing and documentation to enhance product quality and customer satisfaction.

Company Website: https://www.ceragon.com/

📝 Enhancement Note: Ceragon's company culture emphasizes technical excellence, innovation, and customer focus. The ideal candidate will be comfortable working in a dynamic, global environment and have a strong commitment to delivering high-quality support and solutions.

📈 Career & Growth Analysis

Customer Support Engineer Career Level: This role is an expert-level position, requiring a high degree of technical proficiency and experience in managing complex network issues. The ideal candidate will have a proven track record of delivering high-quality support and driving customer satisfaction.

Reporting Structure: The Customer Support Engineer will report directly to the Customer Support Expert leader and collaborate with various internal teams, including developers, product managers, and support engineers worldwide.

Technical Impact: The role involves managing complex network issues that can impact regional services and sales teams, requiring strong problem-solving skills and effective communication with both internal teams and customers.

Growth Opportunities:

• Technical Specialization: Deepen expertise in specific areas of wireless connectivity or telecommunication technologies, such as 5G networks, edge computing, or AI-driven managed services.
• Technical Leadership: Develop leadership skills by mentoring junior team members, driving process improvements, and contributing to strategic decision-making processes.
• Cross-Functional Roles: Explore opportunities in related fields, such as product management, sales engineering, or technical training and development.

📝 Enhancement Note: Ceragon's global presence and focus on cutting-edge wireless connectivity solutions provide ample opportunities for career growth and development within the organization. The ideal candidate will be proactive in seeking out new challenges and learning opportunities to advance their technical expertise and leadership skills.

🌐 Work Environment

Office Type: Ceragon's office in Rosh Ha'ayin, Israel, is a modern, collaborative workspace designed to facilitate teamwork and innovation. The office features state-of-the-art technology, multiple monitors, and testing devices to support the development and testing of wireless connectivity solutions.

Office Location(s): The primary office for this role is located in Rosh Ha'ayin, Israel. However, the position may require travel to other locations, both domestically and internationally, to address field issues or for knowledge sharing purposes (up to 20% of working schedule).

Workspace Context:

• Collaborative Environment: The office features open-plan workspaces, encouraging collaboration and communication among team members.
• Technical Infrastructure: The office is equipped with advanced testing and development tools, allowing engineers to work on cutting-edge wireless connectivity solutions.
• Cross-Functional Interaction: The role involves collaborating with various internal teams, including developers, product managers, and support engineers, fostering a culture of knowledge sharing and continuous learning.

Work Schedule: The standard working hours for this role are 40 hours per week, with the possibility of flexible working arrangements and overtime as required to address critical network issues. The work schedule may include on-call rotations to provide 24/7 support for customers.

📝 Enhancement Note: Ceragon's work environment emphasizes collaboration, innovation, and continuous learning. The ideal candidate will be comfortable working in a dynamic, global team and have a strong commitment to delivering high-quality support and solutions.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Assessment: A hands-on technical assessment to evaluate the candidate's problem-solving skills, advanced troubleshooting abilities, and understanding of microwave radio systems and wireless transmission technologies.
2. Behavioral Interview: A structured interview focusing on the candidate's communication skills, teamwork, and customer focus, as well as their ability to manage complex network issues under pressure.
3. Final Evaluation: A review of the candidate's technical assessment and behavioral interview performance, along with consideration of their overall fit with Ceragon's company culture and team dynamics.

Portfolio Review Tips:

• Highlight previous technical support cases that demonstrate the candidate's ability to manage complex network issues and drive customer satisfaction.
• Include examples of successful collaborations with internal teams and customers, showcasing effective communication and resolution strategies.
• Emphasize the candidate's commitment to continuous learning and improvement, with a focus on knowledge sharing and documentation.

Technical Challenge Preparation:

• Brush up on microwave radio systems, wireless transmission technologies, and relevant ITU standards.
• Familiarize oneself with network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, network synchronization, IP routing, and SNMP.
• Prepare for hands-on technical assessments involving complex network issues and troubleshooting scenarios.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

• Technical Skills: Microwave radio systems, wireless transmission, packet switching, network resiliency protocols, TDM-SDH/PDH, network synchronization, IP routing, SNMP, ISO ETH Layer 2, networking products, telecommunication technologies
• Soft Skills: Customer support, teamwork, negotiation, problem-solving, communication, customer focus, solution-oriented
• Industry Terms: Wireless connectivity, telecommunications, 5G networks, edge computing, AI-driven managed services

📝 Enhancement Note: Ceragon's interview process is designed to evaluate the candidate's technical proficiency, problem-solving skills, and cultural fit within the organization. The ideal candidate will be proactive in preparing for technical assessments and demonstrating their commitment to delivering high-quality support and solutions.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

• Ceragon's proprietary tools and platforms for managing and monitoring wireless connectivity networks
• Third-party tools, such as Wireshark, tcpdump, and other network analysis and troubleshooting utilities

Networking Technologies:

• Microwave radio systems and wireless transmission technologies
• Network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, network synchronization, IP routing, and SNMP
• ISO ETH Layer 2 features and common applications
• Major vendors' networking products configurations, operations, and deployments

Collaboration Tools:

• Ceragon's internal collaboration platforms, such as Microsoft Teams and SharePoint
• CRM platform-Salesforce for documenting work inquiry activities and customer interactions

📝 Enhancement Note: Ceragon's technology stack and web infrastructure are designed to support the development, deployment, and management of cutting-edge wireless connectivity solutions. The ideal candidate will have a strong understanding of microwave radio systems, wireless transmission technologies, and relevant networking protocols and standards.

👥 Team Culture & Values

Customer Support Values:

• Technical Expertise: Demonstrate a deep understanding of microwave radio systems, wireless transmission technologies, and relevant networking protocols and standards.
• Customer Focus: Prioritize customer satisfaction and strive to resolve network issues promptly and effectively.
• Collaboration: Work closely with internal teams, customers, and developers to ensure effective communication and problem-solving.
• Continuous Learning: Stay up-to-date with the latest wireless connectivity technologies and industry best practices, continuously improving technical skills and knowledge.

Collaboration Style:

• Cross-Functional Integration: Collaborate with various internal teams, including developers, product managers, and support engineers, to ensure effective communication and problem-solving.
• Code Review Culture: Encourage knowledge sharing and continuous learning through regular code reviews and technical workshops.
• Peer Programming: Collaborate with team members on complex network issues, leveraging collective expertise to drive effective resolution.

📝 Enhancement Note: Ceragon's team culture emphasizes technical excellence, innovation, and customer focus. The ideal candidate will be comfortable working in a dynamic, global team and have a strong commitment to delivering high-quality support and solutions.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Network Issues: Troubleshoot and resolve complex network issues that may impact regional services and sales teams, requiring strong problem-solving skills and effective communication with both internal teams and customers.
• Emerging Technologies: Stay up-to-date with the latest wireless connectivity technologies, such as 5G networks, edge computing, and AI-driven managed services, and adapt technical support strategies accordingly.
• Global Support: Manage network issues and provide technical support to customers worldwide, requiring strong cultural sensitivity and adaptability.

Learning & Development Opportunities:

• Technical Training: Participate in technical training programs and workshops to develop expertise in specific areas of wireless connectivity or telecommunication technologies.
• Conference Attendance: Attend industry conferences and events to network with peers, learn about emerging technologies, and gain insights into best practices and trends in the wireless connectivity and telecommunications industry.
• Mentorship: Seek mentorship opportunities from experienced team members to develop leadership skills and technical expertise.

📝 Enhancement Note: Ceragon's technical challenges and growth opportunities provide ample opportunities for career growth and development within the organization. The ideal candidate will be proactive in seeking out new challenges and learning opportunities to advance their technical expertise and leadership skills.

💡 Interview Preparation

Technical Questions:

• Technical Question 1: Describe a complex network issue you've encountered in the past and how you approached troubleshooting and resolution. What tools and techniques did you use, and what was the outcome?
• Technical Question 2: How do you stay up-to-date with the latest wireless connectivity technologies and industry best practices? Can you provide an example of a recent learning opportunity and how you applied it to your work?
• Technical Question 3: Describe your experience with network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, network synchronization, IP routing, and SNMP. How have you used these technologies to manage and resolve network issues in the past?

Company & Culture Questions:

• Company Question 1: How do you see yourself contributing to Ceragon's mission of providing extremely reliable, fast to deploy, high-capacity wireless solutions for a wide range of communication network use cases?
• Company Question 2: Describe your experience working in a global, cross-functional team environment. How have you adapted your communication and collaboration strategies to ensure effective communication and problem-solving across different time zones and cultural contexts?
• Company Question 3: How do you approach knowledge sharing and documentation within a technical support role? Can you provide an example of a time when you created or contributed to a knowledge item or training resource that improved the overall quality of support and customer satisfaction?

Portfolio Presentation Strategy:

• Strategy 1: Highlight previous technical support cases that demonstrate the candidate's ability to manage complex network issues and drive customer satisfaction.
• Strategy 2: Showcase examples of successful collaborations with internal teams and customers, emphasizing effective communication and resolution strategies.
• Strategy 3: Emphasize the candidate's commitment to continuous learning and improvement, with a focus on knowledge sharing and documentation.

📝 Enhancement Note: Ceragon's interview process is designed to evaluate the candidate's technical proficiency, problem-solving skills, and cultural fit within the organization. The ideal candidate will be proactive in preparing for technical assessments and demonstrating their commitment to delivering high-quality support and solutions.

📌 Application Steps

To apply for this Customer Support Engineer position at Ceragon:

1. Update Your Resume: Tailor your resume to highlight your technical support experience, problem-solving skills, and relevant networking technologies and protocols. Include specific examples of complex network issues you've managed and resolved, as well as any relevant certifications or training programs.
2. Prepare for Technical Assessment: Brush up on microwave radio systems, wireless transmission technologies, and relevant ITU standards. Familiarize yourself with network resiliency protocols (xSTP, G8032), TDM-SDH/PDH, network synchronization, IP routing, and SNMP. Prepare for hands-on technical assessments involving complex network issues and troubleshooting scenarios.
3. Research Ceragon: Learn about Ceragon's mission, values, and wireless connectivity solutions. Understand the company's position in the wireless connectivity and telecommunications industry, and be prepared to discuss how your technical support experience aligns with the company's goals and objectives.
4. Prepare for Behavioral Interview: Reflect on your customer support experience, highlighting instances where you demonstrated strong problem-solving skills, effective communication, and a customer-focused mindset. Be prepared to discuss your approach to managing complex network issues under pressure and your commitment to continuous learning and improvement.

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