Senior Staff Technical Support Engineer

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. 

Job Title: Senior Staff Technical Support Engineer

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.

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