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Title:  Staff Technical Support Engineer

The Company – CommScope 

 

CommScope’s Venue and Campus segment incorporates 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: Staff Cloud Technical Support Engr

 

Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus 

 

Role Purpose

 

A Staff Cloud Technical Support Engineer (TSE) takes ownership of customer reported cloud issues in order to provide assistance, problem resolution and quickly restore services.  Staff TSEs are also responsible for leading troubleshooting, educating customers, driving resolution of cloud product issues.  Additionally, Cloud TSEs work with next level support engineering to identify and resolve cloud product defects.  

 

Key Responsibilities

  • Interact with our customers to promptly troubleshoot, isolate to root cause, and provide a resolution to customer issues
  • Replicate customer problems in the Support lab
  • Work closely with Engineering to resolve escalations and bugs
  • Provide on-going regular updates to internal management and the customer on the progress of assigned cases
  • As part of this role, you may be requested to work a ‘staggered work week’, i.e., Sunday through Thursday or Tuesday through Saturday
  • Must be available for inclusion in rotating on-call roster
  • Must have flexibility in work hours to work on customer issues
  • Document customer and engineering interactions and technical action plans.
  • Provide necessary updates to management and field teams for high profile technical escalations. 
  • Assist in development of knowledge articles, troubleshooting guides and internal training
  • Attend regular customer and internal conference calls for high profile cases and escalations
  • Strict adherence to Service Level Agreement KPIs
  • Proactively determine areas of improvement for our customers experience, suggest, socialize and drive enhancements 

 

Job Requirements

 

Technology Experience 

 

  • 5+ years of experience working in the networking space
  • 3+ years of experience working in a TAC
  • Solid understanding of cloud computing IaaS, PaaS, SaaS 
  • Experience with cloud infrastructure: GCP, AWS, Azure, and Private Cloud services 
  • Troubleshooting cloud layers and able to differentiate between cloud vs product issue 
  • Scripting experience to query systems for data in one or more of the following: Python, Bash, YAML, JSON, javascript, typescript
  • Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
  • Excellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
  • Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
  • Expertise of wireless deployments – AP’s, Controllers, Client associations, etc
  • Understand of RF transmission and antenna behavior
  • Expertise troubleshooting and resolving complex Layer 2/3 and/or wireless issues
  • Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
  • Ability to provide technical guidance to other members in the team
  • Experience documenting the sequence of events related to resolving customer technical issues
  • Proficient with analyzing data traces from protocol analyzers such as Wireshark
  • Experience with CRM technologies: SFDC, Dynamics, other 

 

Education level

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

 

Certifications/Accreditations:  

  • GCP, AWS, or Azure Cloud Certification / CWNA / CCNA / CCIE / RedHat etc. are an advantage 

 

Key competencies

  • Self-starter who is excited about technology 
  • Comfortable with ambiguity associated with a new role  
  • Calm when under difficult circumstances 
  • Customer Focus 
  • Excellent oral and written communication skills 
  • Detail-oriented and critical thinker 
  • Strong customer focus - an ability to put yourself in the customer’s shoes 

 

Travel:  Limited amount of travel <10% or as required 

 

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, magnificent 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, passionate about delivering groundbreaking solutions to build 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 effectively 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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