Wired Senior 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 Sr. Technical Support Engineer (wired) 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

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 CommScope/Ruckus Wired products to our Enterprise customers.

Key Responsibilities:

• 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 Escalation 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.

Required Qualifications for Consideration

• Minimum of 3 years of customer support experience in Datacenter networks, Enterprise core networks or related environment.
• Preferably worked as a TAC engineer
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams.
• Thorough knowledge on OSI layers, TCP/IP, DHCP, DNS protocols, Layer 2 technologies (Ethernet, 802.1q/p VLAN, ARP, STP, RSTP, MSTP, LACP)
• Good understanding of Layer 3 technologies (ICMP, TCP, GRE, QoS, VRRP), IP routing protocols (BGP, OSPF), 802.1X, Radius, TACACS+, SNMP, Multicast protocols (IGMP, IGMP-snooping), Firewalls & IPv6
• Technical expertise in troubleshooting and resolving complex Layer 2/3 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.
• Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
• Bachelor or diploma in a computer related field or equivalent work experience

You Will Excite Us If You Have

• Advanced Datacenter technologies- MCT, VxLAN, EVPN
• Working Knowledge of Salesforce and JIRA.
• Multiple language skills
• Experience working with Linux, Bash, Python scripting.
• Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
• Relevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCIS-ENT/DC

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.

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/How-We-Hire/?locale=en_US

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 

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