Lead Technical Support Engineer

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.

Role Purpose :

The Staff / 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 Staff / Senior Staff TSE, primary responsibility is to provide technical assistance to Ruckus Premium (BullDog) accounts

Interact with our customers to promptly troubleshoot and isolate to root cause and provide a resolution to customer issues

Replicate customer problems in the Support lab

Work closely with Engineering to resolve escalations and bugs

Provide on-going regular updates to sales, internal management and the customer on the progress of assigned cases

As part of this role, you may be requested to work a ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday

Must be available for inclusion in rotating on-call roster

Must have flexibility in work hours to work on customer issues

Document 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 training

Provide ongoing coaching and mentoring within the team

Attend regular customer and internal conference calls for high profile cases and escalations

Strict adherence to Service Level Agreement KPIs

Required Experience :

7+ years of experience working in the networking space

4+ years of experience working in a TAC

Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams

Excellent understanding and applied knowledge of TCP / IP, L3 routing, L2 switching, Multicast, firewalls, QOS

Solid understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS

Expertise of wireless deployments – AP’s, Controllers, Client associations, etc

Excellent understanding of RF transmission and antenna behavior

Technical expertise in troubleshooting and resolving complex Layer 2 / 3 and / or wireless issues in multi-vendor environments

Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues

Ability to provide technical guidance to other members in the team

Experience working in a support lab environment for problem replication

Experience documenting the sequence of events related to resolving customer technical issues

Proficient with analyzing data traces from protocol analyzers such as Wireshark

Experience with traffic generators such as Spirent and IXIA

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.

Multiple language skills

Experience with scripting : Bash, Python, Perl, etc

Experience working with Linux

Experience working in (or with) a vendor

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

Strong interpersonal skills with a focus on customer satisfaction

A belief in ownership

Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details

Must maintain a professional attitude, demeanor and be highly motivated and self-directed

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.