Principal Technical Support Engineer (Remote)
Company: CommScope
Location: Plano
Posted on: August 6, 2022
Job Description:
In our 'always on' world, we believe it's essential to have a
genuine connection with the work you do. -Ruckus Networks, a
CommScope BU, is a global innovator in Wireless and Switch
networking technology. Customer Support team is committed in
delivering world class customer experience to our customers. -
-Rucksu - Networks a CommScope BU - 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. - - -How You'll help us connect the world:
-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.--- - -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 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: - -
- 8+ years of experience working in the networking space -
- 5+ 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 -
- 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 -
- Limited amount of travel -You'll excite us if you have: -
- 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 - -THIS POSITION CAN BE BASED OUT OF AZ, TX,
NM, SC,TN, OK,NY,VA,NH -#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/eeo7071670716
Keywords: CommScope, Plano , Principal Technical Support Engineer (Remote), Engineering , Plano, Texas
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