Technical Support Engineer
Bangalore, Karnataka, India
3d ago

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive.

The epicenter of this transformation is the network our passion.

Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration.

From remote cell sites to massive sports arenas, from

busy airports to state-of-the-art data centers we provide the essential expertise and vital infrastructure your business needs to succeed.

The world’s most advanced networks rely on CommScope connectivity

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.

Team : Technical Customer Experience Centre (TAC) at CommScope Ruckus

Role Purpose :

  • Be the first technical point of contact for the customer
  • Should possess the ability to manage critical (P1) cases soon after the training in Ruckus Products
  • Demonstrate the ability to work with Escalation team and / or engineering teams to manage escalated cases
  • Work closely with SE teams internally on larger networks and more complex issues
  • Identify customer problems / issues and assist customer to resolve issues while consistently providing great Customer Experience
  • Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
  • Identify and reproduce customer technical problems in a test / lab environment
  • Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution
  • Ensure proper case documentation and closure
  • Generate clear and concise documentation in the form of case notes, technical tips and white papers
  • Contribute to the knowledge base by creating KB articles
  • Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
  • Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
  • Manage customer expectation and make sure customer is receiving highest quality of service
  • Document customer issues for future reference and build knowledge base of the solutions given to the customer
  • Actively participate in trainings and improve product and process knowledge
  • Strict adherence to Service Level Agreement KPIs
  • Understand the SLA’s and work / align style of working towards meeting them
  • KRAs include : CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation % and KB Contribution
  • Required Experience :

  • Minimum of 2 years of customer support experience in IP networks, WiFi or related environment
  • Data networking is mandatory, Wireless networking experience is desired
  • Preferably worked as an engineer TAC
  • Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
  • Good understanding and applied knowledge of TCP / IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
  • Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
  • Good 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
  • Knowledge on deploying, configuring, supporting, troubleshooting, debugging, and administering the following Wireless LAN products and technologies : Wireless Access Points;
  • Wireless Client Associations and Wireless Controllers

  • Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
  • Experience working in a support lab environment for problem replication
  • Experience documenting the sequence of events related to resolving customer technical issues
  • Comfortable with analyzing data traces from protocol analyzers such as Wireshark
  • Bachelor or diploma in a computer related field or equivalent work experience
  • Experience considered favorably :

  • Working Knowledge of Salesforce and JIRA.
  • Multiple language skills
  • Experience working in (or with) a vendor
  • Relevant industry accreditations / certifications : CWNA, CCNA, JNCIA
  • Communication / work style :

  • Excellent communication / interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
  • Ability to understand and analyze customer issues along with good troubleshooting skills
  • Ability to communicate clearly and effectively with clients and peers
  • A belief in ownership with good problem-solving and decision-making skills
  • Must maintain a professional attitude, demeanor and be highly motivated and self-directed
  • Encourages and accepts feedback
  • Self-driven, proactive, team-player
  • 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.
  • Why CommScope and Ruckus

    CommScope is pushing the boundaries of communications technology. For more than 40 years, we’ve been leaders in innovating 5G, private networks and Gigabit speeds everywhere we're always anticipating what’s next.

    Developments such as the Internet of Things, magnificent connectivity, Cloud and 5G introduce new requirements and demand creative thinking.

    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.

    Ruckus is a Business Unit within CommScope, passionate about delivering groundbreaking solutions to build a smarter, simpler, more connected world.

    At the heart of global connectivity are the engineers who write innovative software for our award-winning routing and switching products to bring the information quickly and effectively where needed.

    We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-bandwidth applications and services Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.

    Commscope is an Equal Opportunity Employer.

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