Staff Technical Support Engineer
2 months ago
Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers—we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity
In our 'always on' world, we believe it's 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 You'll 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.
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