Principal Technical Support Engineer - wireless
Company: CommScope
Location: Ben Lomond
Posted on: May 17, 2022
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Job Description:
In our 'always on' world, we believe it's essential to have a
genuine connection with the work you do.
CommScope's Venue and Campus segment incorporate Ruckus Network,
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.
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:
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.
Key Responsibilities:
As a Principal Technical Support Engineer, 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
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 KPIs
Required Experience:
8+ 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 experience
You'll excite us if you have:
Experience 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,
etcExcellent 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
feedback
#LI-RB1#LI-REMOTE
Why Ruckus a CommScope BU?
CommScope is on a quest to deliver connectivity that empowers how
we live, work, and learn. Our employees push the boundaries of
communications technology that enables game-changing discoveries
like 5G, the Internet of Things, and gigabit speeds for everyone,
everywhere. With our unmatched expertise in copper, fiber, and
wireless infrastructure, our global clients rely on us to
outperform today and be ready for the needs of tomorrow.
If you want to grow your career alongside bright, passionate, and
caring people who strive to create what's next---..come connect to
your future at CommScope.
CommScope is an Equal Opportunity Employer (EEO), including people
with disabilities and veterans. If you are seeking an accommodation
for the application or interview process, please contact us to
submit your request at talentacquisition@commscope.com. You can
also learn more about CommScope's accommodation process and EEO
policy at careers.commscope.com/eeo6716867168
Keywords: CommScope, San Francisco , Principal Technical Support Engineer - wireless, Engineering , Ben Lomond, California
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