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Title:  Sr Staff Technical Support Engineer

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity

 

The Company – CommScope

CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across sophisticated and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.

 

The Team:

Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer’s Experience.

 

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

 

Role Purpose:

The Senior Staff Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Sr Staff TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.

 

Key Responsibilities:

  • Interact with our customers to promptly solve and isolate to root cause and provide a resolution to customer issues
  • Replicate customer problems in the Support lab
  • Work closely with Engineering to resolve critical issues and bugs
  • Provide ongoing regular updates to sales, internal management and the customer on the progress of assigned cases
  • As part of this role, you may be requested to work a ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday
  • Must be available for inclusion in rotating on-call roster
  • Must have flexibility in work hours to work on customer issues
  • Document customer and engineering interactions and technical action plans.
  • Provide vital updates to management and field teams for high profile technical critical issues.
  • Assist in development of knowledge articles, solving problems guides and internal training
  • Provide ongoing coaching and mentoring within the team
  • Attend regular customer and internal conference calls for high profile cases and blocking issues
  • Strict alignment to Service Level Agreement critical metrics

 

Required Experience:

  • 5+ proven experience working in the networking space
  • 3+ proven experience working in a TAC
  • Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
  • Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
  • Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
  • Expertise of wireless deployments – AP’s, Controllers, Client associations, etc
  • Excellent understanding of RF transmission and antenna behavior
  • Technical expertise in solving problems and resolving sophisticated 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
  • Ability to provide technical guidance to other members in the team
  • 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
  • Experience with traffic generators such as Spirent and IXIA
  • Bachelor or diploma in a computer related field or equivalent work experience

 

Experience considered favorably:

  • Experience with Wireless survey tools like Ekahau
  • Solid Understanding of Salesforce and JIRA.
  • Multiple language skills
  • Experience with scripting: Bash, Python, Perl, etc
  • Experience working with Linux
  • Experience working in (or with) a vendor
  • Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc

 

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.

 

Travel:

  • Limited amount of travel <10% or as required

 

Why CommScope and Ruckus

CommScope is pushing the boundaries of communications technology. For more than 40 years, we’ve been leaders in innovating 5G, private networks and Gigabit speeds everywhere – we're always anticipating what’s next. Developments such as the Internet of Things, detailed connectivity, Cloud, and 5G introduce new requirements and demand creative thinking. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.

Ruckus is a Business Unit within CommScope, passionate about delivering ground breaking solutions to create a smarter, simpler, more connected world. At the heart of global connectivity are the engineers who write innovative software for our award-winning routing and switching products to bring the information quickly and optimally where needed. We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-bandwidth applications and services Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.

Commscope is an Equal Opportunity Employer.

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Job Segment: Technical Support, Technical Support Engineer, Network, Telecom, Telecommunications, Technology, Engineering

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