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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 teamsExternal: Customers, Partners and VARs

Key Operational Responsibilities :Be the first technical point of contact for the customerShould posses the ability to manage critical (p1) cases soon after the training in Ruckus ProductsDemonstrate the ability to work with Escalation team and/or engineering teams to manage escalated casesWork closely with SE teams internally on larger networks and more complex issuesIdentify customer problems/issues and assist customer to resolve issues while consistently providing great Customer ExperienceWork on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skillsIdentify and reproduce customer technical problems in a test/lab environmentWork on day-day tickets, follow-up with clients, provide feedback and see problems through to resolutionEnsure proper case documentation and closureGenerate clear and concise documentation in the form of case notes, technical tips and white papersContribute to the knowledge base by creating KB articlesNotify 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 TeamSuggest improvements on product quality / features and be proactive in development of productManage customer expectation and make sure customer is receiving highest quality of serviceDocument customer issues for future reference and build knowledge base of the solutions given to the customerActively participate in trainings and improve product and process knowledgeUnderstand the SLA’s and work/align style of working towards meeting themKRAs include:CSATActive BacklogAged BacklogTime to Resolve and Time to CloseEscalation %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 advantageKey competencies:Customer FocusDrive for resultsTeam PlayerTechnical 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 PlusGood exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11nA 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 PointsWireless Client AssociationsWireless ControllersA very good understanding of RF transmissions & antenna behaviorknowledge 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, EtherealRuckus Wireless ProductsEthernet switchingRouting and Data CentersWifi solutions, Multi-tenant solutions, Hotspot servicesGeneral knowledge in the following areas:Wireless industry and competing productsCompetitor Switching ProductsTCP/IP, WAN/LANIOT SolutionsOther Abilities required:Good problem solving and decision-making skillsAbility to understand and analyze customer issues along with good troubleshooting skillsAbility to communicate clearly and effectively with clients and peersExcellent written & verbal communication skillsExcellent inter-personal and teamwork skillsSelf-driven, proactive, hardworking, team-playerEncourages and accepts feedbackExposure of handling international customersWork Schedule:Monday through Friday and weekend or overnight hours as required.