Job Title: Senior Technical Support Engineer 

 

 

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 Ruckus Wireless 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, WiFi or related environment. 

Data networking is mandatory, Wireless networking experience is desired. 

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 

Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS 

Good understanding of RF transmission and antenna behavior 

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 

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, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions. 

Bachelor or diploma in a computer related field or equivalent work experience 

 

 

Experience considered favorably: 

 

Experience with Wireless survey tools like Ekahau 

Working Knowledge of Salesforce and JIRA. 

Multiple language skills 

Experience working with Linux 

Experience working in (or with) a vendor 

Relevant industry accreditations/certifications: CWNA, 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.