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Ruckus Networks

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4.0

based on 18 Reviews

28 Ruckus Networks Jobs

Sr. Staff Technical Support Engineer

RUCKUS Networks

4.0

based on 18 Reviews

8-9 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Sr. Staff Technical Support Engineer

Ruckus Networks

posted 1d ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Salesforce Cisco Customer Support Linux Administration Hospitality

+ 3 more

Job Description

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:

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:

Min 8+ years of experience working in the networking Industry.
5+ years of experience in Troubleshooting Datacenter networks, Enterprise core networks.
Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams.
Thorough understanding (Packet level) of

- IP Packet flow, OSI layers

- Layer 2 technologies (Ethernet, 802.1q/p VLAN, BFD, STP, RSTP, MSTP, ARP, LACP)

- Experience in IEEE 802.1X, Radius, TACACS+, SNMP, DHCP protocols.

- Layer 3 - IP and related technologies (ICMP, TCP, GRE, QoS, VRRP, PBR)

- IP routing protocols (BGP, OSPF)

- Multicast protocols [IGMP, IGMP-snooping, PIM, MVR]

- Understanding of IPv6.

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:

Advanced Datacenter technologies- MCT, VxLAN, EVPN
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: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
Relevant industry accreditations/certifications: CCNP, CCIE-ENT/DC, JNCIS-ENT/DC, JNCIE-DC/ENT, or other equivalent certifications.

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