Sr. Technical Support Engineer

• 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, 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 troubleshooting 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 

• Working Knowledge 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 required.