Sr. Technical Support Engineer

Sr. Technical Support Engineer

Job Title: Senior Technical Support Engineer

Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose: The Senior Technical Support Engineer (TSE) will be responsible for providing first level of technical support for various technologies in Ruckus Wireless products to our enterprise customers.

Key Responsibilities:

Be the first technical point of contact for the customer

Should possess the ability to manage critical (P1) cases soon after the training in Ruckus Products

Demonstrate the ability to work with escalation team and/or engineering teams to manage escalated cases

Work closely with SE teams internally on larger networks and more complex issues

Identify customer problems/issues and assist customer to resolve issues while consistently providing great customer experience

Identify and reproduce customer technical problems in a test/lab environment

Work on day-to-day tickets, follow-up with clients, provide feedback and see problems through to resolution

Ensure proper case documentation and closure

Generate clear and concise documentation in the form of case notes, technical tips and white papers

Contribute to the knowledge base by creating KB articles

Notify and discuss with staff or principal engineers on calls and emails that require assistance

Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team

Manage customer expectation and make sure customer is receiving highest quality of service

Document customer issues for future reference and build knowledge base of the solutions given to the customer

Actively participate in trainings and improve product and process knowledge

Strict adherence to Service Level Agreement KPIs

Understand the SLA's and work/align style of working towards meeting them

KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation %, KB Contribution

Required Experience:

Minimum of 4 years of customer support experience in IP networks, WiFi or related environment

Data networking is mandatory, wireless networking experience is desired

Preferably worked as an engineer TAC

Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams

Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS

Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS

Good understanding of RF transmission and antenna behavior

Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments

Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues

Experience working in a support lab environment for problem replication

Experience documenting the sequence of events related to resolving customer technical issues

Proficient with analyzing data traces from protocol analyzers such as Wireshark

Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions

Bachelor or diploma in a computer related field or equivalent work experience

Experience Considered Favorably:

Experience with Wireless survey tools like Ekahau

Working Knowledge of Salesforce and JIRA

Multiple language skills

Experience working with Linux

Experience working in (or with) a vendor

Relevant industry accreditations/certifications: CWNA, CCNA, CCNP, JNCIA, JNCIS

Communication/Work Style:

Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions

Strong interpersonal skills with a focus on customer satisfaction

A belief in ownership

Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details

Must maintain a professional attitude, demeanor and be highly motivated and self-directed

Encourages and accepts feedback

Work Schedule: Monday through Friday or 'staggered work week', i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.

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