Staff Technical Support Engineer

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

CommScope is looking to add Staff Technical Support Engineer to our Costa Rica team.

CommScope’s Network, Indoor Cellular & security solutions, 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.

How You'll Help Us Connect the World

The Staff Technical Support Engineer takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Staff TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.

Key Responsibilities:

• Interact with our customers to promptly fix and isolate to root cause and provide a resolution to customer issues.
• Replicate customer problems in the Support laboratories.
• Work closely with Engineering to resolve issues and bugs.
• Provide ongoing regular updates to sales, 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 vital updates to management and field teams for high profile technical customer concerns.
• Assist in development of knowledge articles, fixing guides and internal training.
• Provide ongoing coaching and mentoring within the team.
• Attend regular customer and internal conference calls for high profile cases and customer concerns.
• Strict consistency to Service Level Agreement important metrics.

Required Qualifications for Consideration

• 5+ years of experience working in the networking space.
• 3+ years of experience working in a TAC.
• Excellent written and verbal 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.
• Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)
• Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR,)
• IP routing protocols (BGP, OSPF)
• Understanding of IPv6.
• Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols.
• Understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS.
• Knowledge of wireless deployments – AP’s, Controllers, Client associations, etc.
• Understanding of RF transmission and antenna behavior
• Experience providing support to advise customers, resellers, and field personnel in resolving company product related issues.
• Ability to provide technical mentorship to other members in the team.
• Experience working in a support lab environment for problem replication.
• Experience detailing the sequence of events related to resolving customer technical issues.
• Proficient with analyzing data traces from protocol analyzers such as Wireshark.
• Experience with traffic generators such as Spirent and IXIA
• Bachelor or diploma in a computer related field or equivalent work experience

You Will Excite Us If You Have

• Experience with Wireless survey tools like Ekahau.
• Proven Understanding of Salesforce and JIRA.
• Multiple language skills.
• Experience with scripting: Bash, Python, Perl, etc.
• Experience working with Linux.
• Experience working in (or with) a vendor.
• Relevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etc.

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 happiness
• A belief in ownership
• Ability to commit to 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. Weekend or overnight hours as required. Will be negotiated with successful candidate.

Travel:   

• Limited amount of travel <10% or as required. 

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/2022-—How-We-Hire/?locale=en_US

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Why CommScope:

CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. 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. 

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope.

CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at https://jobs.commscope.com/eeo