Free cookie consent management tool by TermsFeed Senior Staff Technical Support Engineer | Antal Tech Jobs
Back to Jobs
3 Days ago

Senior Staff Technical Support Engineer

decor
Surat, Gujarat, India
Information Technology
Other
CommScope

Overview

The Company – CommScope


CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) 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.


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


Role Purpose
:


The Senior Staff Technical Support Engineer (TSE) 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:


  • As a Senior Staff TSE, primary responsibility is to provide technical assistance to Ruckus Premium (BullDog) accounts

  • Interact with our customers to promptly troubleshoot and 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 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 necessary updates to management and field teams for high profile technical escalations.

  • Assist in development of knowledge articles, troubleshooting guides and internal training

  • Provide ongoing coaching and mentoring within the team

  • Attend regular customer and internal conference calls for high profile cases and escalations

  • Strict adherence to Service Level Agreement KPIs


Required Experience:


  • 8+ years of experience working in the networking space

  • 5+ years of experience working in a TAC

  • 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

  • Excellent 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

  • Ability to provide technical guidance to other members in the team

  • 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

  • Experience with traffic generators such as Spirent and IXIA

  • 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 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 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.


Travel:

  • Limited amount of travel <10% or as required


It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications, and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.



Job Segment: Technical Support, Engineer, Networking, Telecom, Technology, Engineering

Share job
Similar Jobs
View All
22 Hours ago
Data Analyst
Information Technology
  • 300000 - 1200000 INR - Annual
  • 1 - 7 Yrs
  • Anywhere in India/Multiple Locations
Location: Remote – India Experience: 1–7 years Employment Type: Full-time & Part-time options available About the Role We’re seeking analytical minds who love turning data into actionable insights. As a Data Analyst, you’ll work closely w...
decor
23 Hours ago
Sr. ServiceNow Developer | 8+ Years | Pune
Information Technology
  • 30 - 40 INR - Annual
  • 8 - 11 Yrs
  • Pune
About the Role: This is a senior-level ServiceNow Developer role where you’ll be responsible for driving the technical vision and execution of complex ServiceNow solutions across the organization. What We’re Looking For: Strong hands-...
decor
23 Hours ago
Mobile Developer
Information Technology
  • 350000 - 1000000 INR - Annual
  • 1 - 6 Yrs
  • Anywhere in India/Multiple Locations
About the Role We're looking for talented Mobile Developers—whether you're a rising star with a year of experience or a seasoned engineer with eight—to build intuitive, high-performance mobile applications for Android and iOS. You’ll collaborate w...
decor
2 Days ago
IT Support Executive
Information Technology
  • Hyderabad, Telangana, India
hackajob is collaborating with British Airways to connect them with exceptional tech professionals for this role.A career without limitsAs the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain...
decor
2 Days ago
Full Stack Developer (Java + AWS DevOps Focus)
Information Technology
  • Hyderabad, Telangana, India
Company Description We are a Stealth GenAI B2B Startup focused on revolutionizing construction industry using Artificial General Intelligence. Our team is comprised of visionaries, researchers, and engineers dedicated to pushing the boundaries of AI...
decor
2 Days ago
DevOps Engineer
Information Technology
  • Surat, Gujarat, India
About QuantaniteQuantanite is a customer experience (CX) solutions company that helps fast-growing companies and leading global brands to transform and grow. We do this through a collaborative and consultative approach, rethinking business processes...
decor
2 Days ago
Tech Carrot - Data Engineer - Python/ETL
Information Technology
  • Hyderabad, Telangana, India
Skills Advanced working knowledge and experience with relational and non-relational databases. Experience building and optimizing Big Data pipelines, architectures, and datasets. Strong analytic skills related to working with structured and unstr...
decor
2 Days ago
Software Engineer - Java8 & React Fullstack_C2E
Information Technology
  • Surat, Gujarat, India
Reference 250008EIResponsibilitiesJob description:As a full stack developer, you’ll will work in agile. You will participate to all the agile ceremonies (sprint planning, refinement, retrospective, poker planning et sprint review)As part of the Pari...
decor

Talk to us

Feel free to call, email, or hit us up on our social media accounts.
Social media