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Senior Technical Support Engineer

3 months ago

Bengaluru, India RUCKUS Networks Full time

How You'll Help Us Connect the World

Senior Technical Support Engineer, working in a fast-paced environment, 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 Stakeholders:

  • Internal: TAC Managers, TAC Senior Manager, Cross-functional Support Teams and Sales teams
  • External: Customers, Partners and VARs


Key Operational Responsibilities:

  • Be the first technical point of contact for the customer
  • Should posses 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
  • Suggest improvements on product quality / features and be proactive in development of product
  • 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
  • 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

Job Requirements:

Education level:

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

Work 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.

Certifications/Accreditations:

  • CWNA / CCNA is an advantage

Key competencies:

  • Customer Focus
  • Drive for results
  • Team Player

Technical skills & Knowledge:

  • Good understanding of TCP/IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
  • CCNA – Must or higher knowledge, CWNA, 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, troubleshooting, 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 competing 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 troubleshooting skills
  • Ability to communicate clearly and effectively with clients and peers
  • Excellent written & verbal communication skills
  • Excellent inter-personal and teamwork skills
  • Self-driven, 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.