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7 CommScope Jobs

Senior Technical Support Engineer

4-7 years

Bangalore / Bengaluru

1 vacancy

Senior Technical Support Engineer

CommScope

posted 5d ago

Job Role Insights

Flexible timing

Job Description

How You'll Help Us Connect the World:

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 Customers Experience.

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 LTE 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
  • KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation %, KB Contribution

Required Experience:

  • Minimum of 4 years of customer support experience in IP networks, Switching & Routing or related environment
  • Data networking is mandatory.
  • 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
  • Technical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environments
  • Technical expertise in troubleshooting and resolving complex Layer 2/3, Networking Knowledge, Switching, Routing, Hardware, Security and Authentication, NMS network management systems & Multicast
  • 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
  • Proficient with analyzing data traces from protocol analyzers such as Wireshark
  • Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ethernet switching, Routing and Data Centers, Multi-tenant solutions.
  • Bachelor or diploma in a computer related field or equivalent work experience

Experience considered favorably:

  • Working Knowledge of Salesforce and JIRA.
  • Multiple language skills
  • Experience working with Linux
  • Experience working in (or with) a vendor
  • Relevant industry accreditations/certifications: CCNA, CCNP, JNCIA, JNCIS

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.


Employment Type: Full Time, Permanent

Read full job description

Prepare for Senior Technical Support Engineer roles with real interview advice

Top CommScope Senior Technical Support Engineer Interview Questions

Q1. How will you get the tilt in the base station antenna?
Q2. How to design an array antenna.
Q3. Write the Python program to filter the IP address . VOLTE call flows
View all 15 questions

What people at CommScope are saying

Senior Technical Support Engineer salary at CommScope

reported by 7 employees with 6-9 years exp.
₹6.3 L/yr - ₹17.5 L/yr
69% more than the average Senior Technical Support Engineer Salary in India
View more details

What CommScope employees are saying about work life

based on 381 employees
57%
65%
59%
92%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

CommScope Benefits

Submitted by Company
Health Insurance
Soft Skill Training
Cafeteria
Job Training
Submitted by Employees
Free Transport
Free Food
Health Insurance
Cafeteria
Job Training
Soft Skill Training +6 more
View more benefits

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CommScope Bangalore / Bengaluru Office Location

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Bengaluru/Bangalore Office
Senate Building Plot 33/1 Ulsoor Road, Bangalore, Karnataka, India 560-042 Bengaluru/Bangalore
560042

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