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Ruckus Networks

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4.0

based on 18 Reviews

24 Ruckus Networks Jobs

Staff Technical Support Engineer

RUCKUS Networks

4.0

based on 18 Reviews

6-8 years

Bangalore / Bengaluru

1 vacancy

Staff Technical Support Engineer

Ruckus Networks

posted 7hr ago

Job Role Insights

Fixed timing

Key skills for the job

Pharmacovigilance Customer Support Performance Testing Sdwan Debugging Ethernet

Job Description

In our always on world, we believe its essential to have a genuine connection with the work you do.

CommScope is looking to add a Staff Technical Support Engineer, working in a fast-paced environment, the Staff TSE will be responsible for providing mostly for cases that are brought up by either by the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.

Key Partners:

Internal: TAC Managers, TAC Senior Manager, Multi-functional Support Teams, EET Team and Sales teams
External: Customers, Partners and VARs

How Youll Help Us Connect the World

Be the first Critical issue point of contact for the customer and/or for the TAC TSEs
Should posses the competence to manage critical (p1) cases soon after the training in Ruckus Products
Demonstrate the capability to work with Critical issue team and/or engineering teams to manage brought up cases
Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback of their performance to managers.
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
Work on sophisticated problems where analysis of situations requires in-depth fault analysis and fixing skills
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
Guide 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
Suggest improvements on product quality / features and be proactive in development of product
Handle 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
New hire training and OJT responsibilities is part of the role
Understand the SLA s and work/align style of working towards meeting them
Participate in forums and Tektalk exchanges
KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB Contribution

Required Qualifications for Consideration: Education level:

B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.

Work Experience:

Minimum of 6-8 years of customer support experience in IP networks, WiFi or related environment
Wireless networking experience is required
Working experience in TAC as level 2 engineer is required

Certifications/Accreditations:

CWNA / CCNA is required
CWNP (Or equivalent) is an advantage

Key competencies:

Customer Focus
Drive for results
Great Teammate
Coaching and Feedback

You Will Excited Us If You Have:

Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
CCNA / CWNA - Must or higher knowledge, CWSP would be a Plus
Good exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
knowledge on deploying, configuring, supporting, solving, debugging and administering the following Wireless LAN products and technologies: Wireless Access Points, Wireless Client Associations, Wireless Controllers
A very good understanding of RF transmissions antenna behavior
knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
Hands on experience on protocol analyzers tools such as Wireshark, Ethereal
Ruckus Wireless Products
Ethernet switching
Routing and Data Centers
Wifi solutions, Multi-tenant solutions, Hotspot services

General knowledge in the following areas:

Wireless industry and challenging products
Competitor Switching Products
TCP/IP, WAN/LAN
IOT Solutions

Other Abilities required:

Good problem solving and decision-making skills
Ability to understand and analyze customer issues along with good solving skills
Ability to communicate clearly and effectively with clients and peers
Excellent written verbal communication skills
Excellent inter-personal and collaboration skills
Dedicated, proactive, hardworking, team-player
Encourages and accepts feedback
Exposure of handling international customers

Work Schedule: Monday through Friday and weekend or overnight hours as required.

Travel: As required for NPI, PLM interactions etc.

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