Senior Staff Technical Support Engineer

style="text-align : center">

The Company –

CommScope

CommScope’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

Team :

Ruckus 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

Engineer

Team :

Technical Customer Experience Centre (TAC) at

CommScope

Ruckus

Role

Purpose :

The 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

Responsibilities :

As a Senior Staff TSE, primary responsibility

is to provide technical assistance to Ruckus Premium (BullDog)

accounts

style="list-style-type : disc">

Interact with our customers to promptly

troubleshoot and isolate to root cause and provide a resolution to

customer

issues

style="list-style-type : disc">

Replicate customer problems in the Support

lab

style="list-style-type : disc">

Work closely with Engineering to resolve

escalations and

bugs

style="list-style-type : disc">

Provide on-going regular updates to sales,

internal management and the customer on the progress of assigned

cases

style="list-style-type : disc">

As

part of this role, you may be requested to work a ‘staggered work

week’, i.e. Sunday through Thursday or Tuesday through

Saturday

style="list-style-type : disc">

Must be available for inclusion in rotating

on-call

roster

style="list-style-type : disc">

Must have flexibility in work hours to work on

customer

issues

style="list-style-type : disc">

Document customer and engineering interactions

and technical action

plans.

style="list-style-type : disc">

Provide necessary updates to management and

field teams for high profile technical

escalations.

style="list-style-type : disc">

Assist in development of knowledge articles,

troubleshooting guides and internal

training

style="list-style-type : disc">

Provide ongoing coaching and mentoring within

the team

style="list-style-type : disc">

Attend regular customer and internal

conference calls for high profile cases and

escalations

style="list-style-type : disc">

Strict adherence to Service Level Agreement

KPIs

Required

Experience :

8+ years of experience working in the

networking

space

5+ years of experience working in a

TAC

style="list-style-type : disc">

Excellent written and oral communication

ability, including formal presentation skills to customers,

partners, Ruckus accounts and support

teams

style="list-style-type : disc">

Excellent understanding and applied knowledge

of TCP / IP, L3 routing, L2 switching, Multicast, firewalls,

QOS

style="list-style-type : disc">

Solid understanding and troubleshooting skills

with wireless technologies 802.11x, WLAN authentication,

encryption, EAP, PSK, Radius, AAA,

DNS

style="list-style-type : disc">

Expertise of wireless deployments – AP’s,

Controllers, Client associations,

etc

style="list-style-type : disc">

Excellent understanding of RF transmission and

antenna

behavior

style="list-style-type : disc">

Technical expertise in troubleshooting and

resolving complex Layer 2 / 3 and / or wireless issues in multi-vendor

environments

style="list-style-type : disc">

Experience providing support to direct

customers, resellers, and field personnel in resolving company

product related

issues

style="list-style-type : disc">

Ability to provide technical guidance to other

members in the

team

style="list-style-type : disc">

Experience working in a support lab

environment for problem

replication

style="list-style-type : disc">

Experience documenting the sequence of events

related to resolving customer technical

issues

style="list-style-type : disc">

Proficient with analyzing data traces from

protocol analyzers such as

Wireshark

style="list-style-type : disc">

Experience with traffic generators such as

Spirent and

IXIA

style="list-style-type : disc">

Bachelor or diploma in a computer related

field or equivalent work

experience

Experience

considered

favorably :

Experience with Wireless survey tools like

Ekahau

Working Knowledge of Salesforce and

JIRA.

style="list-style-type : disc">

Multiple language

skills

style="list-style-type : disc">

Experience with scripting : Bash, Python, Perl,

etc

style="list-style-type : disc">

Experience working with

Linux

style="list-style-type : disc">

Experience working in (or with) a

vendor

style="list-style-type : disc">

Relevant industry

accreditations / certifications : CWNA, CWAP, CCIE, CCNP, JNCP,

etc

Communication / work

style :

Excellent communication / interpersonal skills

to clearly and simply articulate ideas, frame problems and offer

solutions

style="list-style-type : disc">

Strong interpersonal skills with a focus on

customer

satisfaction

style="list-style-type : disc">

belief in

ownership

style="list-style-type : disc">

Ability to drive for results and meet tight

deadlines while maintaining a high level of accuracy and attention

to details

style="list-style-type : disc">

Must maintain a professional attitude,

demeanor and be highly motivated and

self-directed

style="list-style-type : disc">

Encourages and accepts

feedback

Work

Schedule :

Monday through Friday or ‘staggered work

week’, i.e. Sunday through Thursday or Tuesday through Saturday and

weekend or overnight hours as

required.

Travel :

Limited amount of travel <10% or as

required

It is the policy of CommScope to

provide Equal Employment Opportunities to all individuals based on

merit, qualifications, and abilities. CommScope does not

discriminate in employment opportunities or practices on the basis

of race, color, religion, gender (including pregnancy), national

origin, age or any other characteristics as protected by law.

Furthermore, this contractor and subcontractor shall abide by the

requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These

regulations prohibit discrimination against qualified protected

veterans and qualified individuals on the basis of disability and

require affirmative action by covered prime contractors and

subcontractors to employ and advance in employment qualified

protected veterans and qualified individuals with

disabilities.

Job

Segment :   Technical

Support, Engineer, Networking, Telecom, Technology,

Engineering