SME Ceragon

Ceragon; Ontario (CA); On-site; USD 60,000 - 71,000; Full time

Job summary

Ceragon is seeking a Resident Engineer to serve as the primary technical and operations contact for the Xplore network on customer sites in Canada.

You will manage day-to-day engagement, fault and incident handling, and coordinate with Ceragon, the customer, and third‑party field technicians to drive timely issue resolution and network upgrades while maintaining strong relationships and adherence to service levels.

Qualifications

• Experience in wireless telecommunications or managed services environments.
• Strong 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.
• Knowledge of Ceragon MW equipment.
• CCNA knowledge is preferred.

Responsibilities

• 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 customer 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

Skills

Fault management

Incident management

Network troubleshooting

Customer-facing

Vendor & field tech coordination

Ceragon MW equipment knowledge

CCNA knowledge (preferred)

Tools

Ceragon MW equipment

Job description

The anticipated position will be a Resident Engineerdedicated 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.