CommScope is looking to add Principal Technical Support Engineer
CommScope’s Network, Indoor Cellular & security solutions, which focuses on enabling wireless and wired connectivity across sophisticated and multifaceted networks. It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, hard-working 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.
How You'll Help Us Connect the World
RUCKUS Networks, a CommScope company, is a global innovator in Wireless and Switch networking technology. Customer Support team is committed in delivering outstanding customer experience to our customers. We are looking for a highly authoritative Principal Technical Support Engineer who can perform the duty with minimal direction and possesses strong wireless with knowledge of L2/L3 Switch networking and system troubleshooting skills. A candidate must have strong interpersonal skills, experience in interacting and building rapport with customers management and technical team.
Role Purpose:
The Principal Technical Support Engineer (TSE) takes ownership of customer reported network issues in order to provide assistance to quickly restore service and provide problem resolution. Principal TSEs are also responsible for reproducing customer reported issues in a lab environment and working with engineering on new and existing defects.
This position is based in México City.
Key Responsibilities:
• As a Principal 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 Qualifications for Consideration:
• Bachelor’s degree in Electrical Engineering or Computer Science or related Engineering Area.
• 8 + year work experience in wireless networking industry: WiFi, Networking (switching/routing) and/or TAC (Technical Assistance Center Support).
• Expert level knowledge in wireless 802.11 protocols, WAP (Wireless Access Point) & WLC (Wireless LAN Controller), WLAN security, SSL certificate, TCP/IP, RADIUS, LDAP and packet capture analysis
• System experience in Windows & Linux server platform, VM platform (VMware & KVM) and Azure, AWS & GCE Cloud platform
• Proficient in English Language (written and spoken).
You Will Excite Us If You Have
• Experience in troubleshooting Layer 2/Layer 3 Switch is plus.
• Hands on experience in scripting in Linux is plus
What Happens After You Apply:
Learn how to prepare yourself for the next steps in our hiring process by visiting —How-We-Hire/?locale=en_US