Staff Technical Support Engineer

3 weeks ago


Bengaluru, Karnataka, India CommScope Full time

Job Summary

The Staff/Senior Technical Support Engineer plays a critical role in our Technical Customer Experience Centre (TAC) at CommScope Ruckus. This position is responsible for troubleshooting and resolving complex technical issues for our customers, ensuring prompt and effective resolution.

Key Responsibilities:

  • Interact with customers to troubleshoot and isolate technical issues
  • Replicate customer problems in the support lab
  • Work closely with Engineering to resolve escalations and bugs
  • Provide regular updates to sales, internal management, and customers on case progress
  • Participate in a rotating on-call roster and be available for weekend and overnight work
  • Document customer and engineering interactions and technical action plans
  • Develop knowledge articles, troubleshooting guides, and internal training materials
  • Provide coaching and mentoring within the team
  • Attend customer and internal conference calls for high-profile cases
  • Maintain strict adherence to Service Level Agreement KPIs

Requirements:

  • 5+ years of experience in the networking industry
  • 3+ years of experience in a Technical Support Centre
  • Excellent written and oral communication skills, including presentation skills
  • Strong understanding of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, and QOS
  • Technical expertise in troubleshooting and resolving complex Layer 2/3 and wireless issues

Desirable Skills:

  • Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
  • Experience working in a support lab environment for problem replication
  • Proficient with analyzing data traces from protocol analyzers like Wireshark
  • Experience with traffic generators like Spirent and IXIA

Why CommScope?

CommScope is a leading provider of communications technology, empowering connections that enable game-changing discoveries, the Internet of Things, and gigabit speeds for everyone, everywhere. Our employees push the boundaries of communications technology, and our clients rely on us to outperform today and be ready for tomorrow. Join us in creating a connected world.



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