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Ruckus Networks

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4.0

based on 18 Reviews

34 Ruckus Networks Jobs

Sr Technical Support Engineer

RUCKUS Networks

4.0

based on 18 Reviews

4-6 years

₹ 14 - 15.5L/yr (AmbitionBox estimate)

Bangalore / Bengaluru

1 vacancy

Sr Technical Support Engineer

Ruckus Networks

posted 6d ago

Job Role Insights

Fixed timing

Key skills for the job

Salesforce Computer Networking Customer Support Linux Administration CCNA Customer Experience Management

+ 3 more

Job Description

How Youll 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 Customer s 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.

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 / How-We-Hire / ?locale=en_US

Employment Type: Full Time, Permanent

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What people at Ruckus Networks are saying

5.0

Rating based on 2 Senior Technical Support Engineer reviews

Anonymous · Other in Bangalore Rural

Likes

The Job security and the work culture is great. Free Food 😋 and Free transport if you are in TAC. So many benefits excluding CTC. Best company to work .