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Title:  Sr Technical Support Engineer

We are RUCKUS!

In this 'always-on' world, we believe it's crucial to have a genuine connection with work you do.

CommScope’s Venue and Campus 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 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 sophisticated 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
  • Chip in to the knowledge base by creating KB articles
  • Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance.
  • Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team
  • Handle customer expectation and make sure customer is receiving the 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 alignment 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, Critical issue %, 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 solving problems 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
  • Solid Understanding 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 the need arises.

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, seamless 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, focused on delivering cutting edge 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 reliably 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, including people with disabilities and veterans. To learn more visit careers.commscope.com/eeo

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