Senior Technical Support Engineer

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.