Technical Support Engineer

Job Title: Technical Support Engineer

Team: Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose

The 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
• Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting 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
• 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 % and KB Contribution
  
  
  

Required Experience

• Minimum of 2 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, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
• 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
• Knowledge on deploying, configuring, supporting, troubleshooting, debugging, and administering the following Wireless LAN products and technologies:
  
  
  

Wireless Access Points

Wireless Client Associations

Wireless Controllers

• 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
• Comfortable with analyzing data traces from protocol analyzers such as Wireshark
• 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 in (or with) a vendor
• Relevant industry accreditations/certifications: CWNA, CCNA, JNCIA
  
  
  

Communication/work Style

• Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
• Ability to understand and analyze customer issues along with good troubleshooting skills
• Ability to communicate clearly and effectively with clients and peers
• A belief in ownership with good problem-solving and decision-making skills
• Must maintain a professional attitude, demeanor and be highly motivated and self-directed
• Encourages and accepts feedback
• Self-driven, proactive, team-player
  
  
  

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.