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Title:  Sr 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 Venue and Campus segment incorporate Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex 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.

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 handle critical (P1) cases soon after the training in Ruckus Products
  • Demonstrate the ability to work with the Escalation team and/or engineering teams to run escalated cases
  • Work closely with SE teams internally on larger networks and more complex issues
  • Identify customer problems/issues and assist customers to resolve issues while consistently providing a 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 accurate case documentation and closure
  • Generate clear and concise documentation in the form of case notes, technical tips, and white papers
  • Supply to the knowledge base by crafting KB articles
  • Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
  • Timely handoff (issue) of cases that require advanced technical investigation by the LTE Team
  • Handle customer expectation and make sure customer is receiving highest quality of service
  • Document customer issues for future reference and builds knowledge base of the solutions given to the customer
  • Actively participate in training 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, Issue %, KB Contribution

Required Experience:

  • Minimum of 4 years of customer support experience in IP networks, WiFi or related environment.
  • Data networking is required, 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 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
  • 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, Hotspots 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 aim 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.

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications, and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age, or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

Job Segment: Technical Support, Engineer, Networking, Telecom, Technology, Engineering

 

Commscope is an Equal Opportunity Employer.

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