Senior Staff Technical Support Engineer

The Company – CommScopeCommScope's Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network's, which focuses on enabling wireless and wired connectivity across complex and varied networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.The TeamRuckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model. We are excited to be modernizing our business with a clear focus on the Customer's Experience.Job Title:Senior Staff Technical Support EngineerTeam:Technical Customer Experience Centre (TAC) at CommScope RuckusRole PurposeThe Senior Staff Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Staff TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.Key ResponsibilitiesAs a Senior Staff TSE, primary responsibility is to provide technical assistance to Ruckus Premium (BullDog) accountsInteract with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issuesReplicate customer problems in the Support labWork closely with Engineering to resolve escalations and bugsProvide on-going regular updates to sales, internal management and the customer on the progress of assigned casesAs part of this role, you may be requested to work a 'staggered work week', i.e. Sunday through Thursday or Tuesday through SaturdayMust be available for inclusion in rotating on-call rosterMust have flexibility in work hours to work on customer issuesDocument customer and engineering interactions and technical action plans.Provide necessary updates to management and field teams for high profile technical escalations.Assist in development of knowledge articles, troubleshooting guides and internal trainingProvide ongoing coaching and mentoring within the teamAttend regular customer and internal conference calls for high profile cases and escalationsStrict adherence to Service Level Agreement KPIsRequired Experience8+ years of experience working in the networking space5+ years of experience working in a TACExcellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teamsExcellent understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOSSolid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNSExpertise of wireless deployments – AP's, Controllers, Client associations, etcExcellent understanding of RF transmission and antenna behaviorTechnical expertise in troubleshooting and resolving complex Layer 2/3 and/or wireless issues in multi-vendor environmentsExperience providing support to direct customers, resellers, and field personnel in resolving company product related issuesAbility to provide technical guidance to other members in the teamExperience working in a support lab environment for problem replicationExperience documenting the sequence of events related to resolving customer technical issuesProficient with analyzing data traces from protocol analyzers such as WiresharkExperience with traffic generators such as Spirent and IXIABachelor or diploma in a computer related field or equivalent work experienceExperience Considered FavorablyExperience with Wireless survey tools like EkahauWorking Knowledge of Salesforce and JIRA.Multiple language skillsExperience with scripting: Bash, Python, Perl, etcExperience working with LinuxExperience working in (or with) a vendorRelevant industry accreditations/certifications: CWNA, CWAP, CCIE, CCNP, JNCP, etcCommunication/work StyleExcellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutionsStrong interpersonal skills with a focus on customer satisfactionA belief in ownershipAbility to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to detailsMust maintain a professional attitude, demeanor and be highly motivated and self-directedEncourages and accepts feedbackWork ScheduleMonday through Friday or 'staggered work week', i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.TravelLimited amount of travel