Sr. Staff Technical Support Engineer

Role Purpose:

Key Operational Responsibilities:

• Be the first Escalation point of contact for the customer and/or for the TAC TSEs
• Should posses 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
• Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.
• 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
• Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
• 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
• Suggest improvements on product quality / features and be proactive in development of product
• 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
• New hire training and OJT responsibilities is part of the role
• Understand the SLA’s and work/align style of working towards meeting them
• Participate in forums and Tektalk exchanges 
• KRAs include:
  • CSAT
  • Active Backlog
  • Aged Backlog
  • Time to Resolve and Time to Close  
  • Escalation %
  • KB Contribution

Education level:

• B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

Work Experience: 

• Minimum of 6-8 years of customer support experience in IP networks, WiFi or related environment.
• Wireless networking experience is mandatory.
• Working experience in TAC as an escalation engineer is mandatory.

Certifications/Accreditations:

• CWNA / CCNA is a mandatory
• CWNP (Or equivalent) is an advantage

Key competencies:

• Customer Focus
• Drive for results
• Team Player
• Coaching and Feedback

Technical skills & Knowledge:

• Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
• CCNA / CWNA – Must or higher knowledge, CWSP would be a Plus
• Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
• A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
• knowledge on deploying, configuring, supporting, troubleshooting, debugging and administering the following Wireless LAN products and technologies:
  • Wireless Access Points
  • Wireless Client Associations
  • Wireless Controllers
• A very good understanding of RF transmissions & antenna behavior
• knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
• Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
• Ruckus Wireless Products
• Ethernet switching
• Routing and Data Centers
• Wifi solutions, Multi-tenant solutions, Hotspot services

General knowledge in the following areas:

• Wireless industry and competing products
• Competitor Switching Products
• TCP/IP, WAN/LAN
• IOT Solutions

Other Abilities required: 

• Good problem solving and decision-making skills
• Ability to understand and analyze customer issues along with good troubleshooting skills 
• Ability to communicate clearly and effectively with clients and peers
• Excellent written & verbal communication skills
• Excellent inter-personal and teamwork skills
• Self-driven, proactive, hardworking, team-player
• Encourages and accepts feedback
• Exposure of handling international customers

Work Schedule:

• Monday through Friday and weekend or overnight hours as required.

Travel:

• As required for NPI, PLM interactions etc.,