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 a Technical Support Engineer to join our team.

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 Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.

Required Qualifications for Consideration:

• Be the first technical point of contact for the customer
• Should possess the ability to handle critical (P1) cases soon after the training in Ruckus Products
• Demonstrate the ability to work with Escalation team and/or engineering teams to manage raised cases
• Work closely with SE teams internally on larger networks and more sophisticated 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
• Chip in to the knowledge base by creating KB articles
• Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance.
• Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team
• Manage customer expectation and make sure customer is receiving the 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 alignment to Service Level Agreement important metrics
• Understand the SLA’s and work/align style of working towards meeting them
• KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB Contribution

You Will Excited Us If You Have:

• Minimum of 2 years of customer support experience in IP networks, WiFi or related environment.
• Data networking is required, Wireless networking experience is desired.
• Preferably worked as an engineer TAC
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
• Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS
• Good understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
• Good understanding of RF transmission and antenna behavior
• Technical expertise in fixing and resolving sophisticated Layer 2/3 and/or wireless issues in multi-vendor environments
• Experience providing support to advise 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
• Proficient with analyzing data traces from protocol analyzers such as Wireshark
• Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions.
• Bachelor or diploma in a computer related field or equivalent work experience

Experience considered favorably:

• Experience with Wireless survey tools like Ekahau
• Solid Understanding of Salesforce and JIRA.
• Multiple language skills
• Experience working with Linux
• Experience working in (or with) a vendor
• Relevant industry accreditations/certifications: CWNA, CCNA, CCNP, JNCIA, JNCIS

Communication/work style:

• Superb communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
• Good 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.

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

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.

RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them. www.ruckusnetworks.com

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 [email protected]