Customer Support Engineer

Ceranext designs smart, tailor-made, communication solutions that provide cutting-edge operational advantages. Our bright team strives to invent, shape and customize solutions which cope with global modern challenges, more efficiently than ever before. Following our recent high-growth phase, we are expanding our customer support team to maintain and build on our exceptional customer service reputation. We are now looking for a Customer Support Engineer to assist our customers with technical problems when using our products.

Your responsibilities will include:

• Understanding and resolving customer queries by recommending solutions and guiding product users through features and functionalities.
• Handling customer reported issues by communicating workarounds and alternative solutions within an appropriate time frame.
• Analyzing and reporting product limitations and incidents to Product Management team.
• Follow up on customer queries and issues to ensure resolution.
• Building sustainable relationships and trust with customers through open and interactive communication.
• Performing software and hardware product installations, configuration, and maintenance for customers.
• Travelling to international customers’ sites to support system deployments and demonstrations.
• Conducting end user training sessions for core system functionalities and new features.
• Working with engineering teams to improve and document support processes.

To be successful in this role, you should:

• Be an excellent communicator.
• Be genuinely excited to help customers and be able to earn their trust.
• Be fluent in English speaking and writing.
• Have excellent analytical and troubleshooting skills.
• Have a ‘can do’ attitude and eager to develop and learn new skills.
• Have a basic understanding or background at any of the following areas: Software Engineering, Computer Science, Electrical Engineering, Telecommunications

The following skills are desirable:

• Understanding of Linux and Windows operating systems.
• Basic knowledge of Radio Frequency and Telecommunication technologies.
• Knowledge of ticketing systems such as JIRA and customer support processes.
• Experience with help desk software and remote support tools.
• Ability to communicate in more languages, with particular interest in Spanish.
• Experience in a customer facing roles.

We offer the possibility to work in an environment where you can learn and have significant development opportunities along with a competitive remuneration package.