How You'll Help Us Connect the World:

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 Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope/Ruckus Wired 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-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, Switching & Routing or related environment
• Data networking is mandatory.
• 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
• Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments
• Technical expertise in troubleshooting and resolving complex Layer 2/3, Networking Knowledge, Switching, Routing, Hardware, Security and Authentication, NMS network management systems & Multicast
• 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, Ethernet switching, Routing and Data Centers, Multi-tenant solutions.
• Bachelor or diploma in a computer related field or equivalent work experience

Experience considered favorably:

• Working Knowledge of Salesforce and JIRA.
• Multiple language skills
• Experience working with Linux
• Experience working in (or with) a vendor
• Relevant industry accreditations/certifications: 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.

What happens after you apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/How-We-Hire/?locale=en_US

 Why CommScope?

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. 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 Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com