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
We are RUCKUS!
CommScope’s Venue and Campus segment incorporate Ruckus Network’s, which focuses on enabling wireless and wired connectivity across sophisticated and varied 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.
Team : TAC Teams at Ruckus Wireless
Key Partners :
Internal : TAC Managers, TAC Senior Manager, Multi-functional Support Teams, EET Team, and Sales teams
External : Customers, Partners, and VARs
Role Purpose :
Staff Technical Support Engineer, working in a fast-paced environment, the Staff Technical Support Engineer will be responsible for providing mostly for cases that are increased by either the customer / TSE or Senior TSE for various technologies in Ruckus Wireless products to our Enterprise customers.
Key Operational Responsibilities :
Be the first Issue point of contact for the customer and / or for the TAC TSEs
Should possess the ability to lead critical (p1) cases soon after the training in Ruckus Products
Demonstrate the ability to work with the Escalation team and / or engineering teams to handle raised cases
Demonstrate mentorship ability by working with the TSE and Snr TSE on their backlog. Provide feedback on their performance to managers.
Work closely with SE teams internally on larger networks and more complex issues
Identify customer problems / issues and assist customers to resolve issues while consistently providing a phenomenal Customer Experience
Work on sophisticated 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 accurate case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips, and white papers
Supply 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 (partner concern) of cases that require advanced technical investigation by the LTE Team
Suggest improvements on product quality / features and be proactive in the development of the product
Handle customer expectations and make sure customer is receiving the highest quality of service
Document customer issues for future reference and builds the knowledge base of the solutions given to the customer
Actively participate in training and improve product and process knowledge
New hire training and OJT responsibilities is part of the role
Understand the SLA’s and work / align style of working towards meeting them
Participate in forums and Techtalk exchanges
KRAs include :
CSAT
Active Backlog
Aged Backlog
Time to Resolve and Time to Close
Issue %
KB Contribution
Job Requirements : Education level :
Education level :
B.Sc. or B.E degree in Computer Science, a related field, or equivalent work experience.
Work Experience :
Minimum of 6-8 years of customer support experience in IP networks, WiFi, or related environments.
Wireless networking experience is required.
Working experience in TAC as a level 2 engineer is required.
Certifications / Accreditations :
CWNA / CCNA is a required
CWNP (Or equivalent) is an advantage
Key competencies :
Customer Focus
Commit to results
Teammate
Coaching and Feedback
Technical skills & Knowledge :
Good understanding of TCP / IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN, etc.
CCNA / CWNA Must or higher knowledge, CWSP would be a Plus
Good exposure and working experience with 802.11a / b / g / i standards and knowledge of 802.11n
A good understanding of WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
Knowledge on deploying, configuring, supporting, fixing, debugging, and administering the following Wireless LAN products and technologies : Wireless Access Points, Wireless Client Associations and Wireless Controllers.
A very good understanding of RF transmissions & antenna behavior
knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc.
Hands-on experience on protocol analyzers tools such as Wireshark, Ethereal
Ruckus Wireless Products
Ethernet switching
Routing and Data Centers
Wifi solutions, Multi-tenant solutions, Hotspots services
General knowledge in the following areas :
The wireless industry and competing products
Competitor Switching Products
TCP / IP, WAN / LAN
IoT Solutions
Other Abilities required :
Good problem solving and decision-making skills
Ability to understand and analyze customer issues along with good troubleshooting skills
Ability to communicate clearly and optimally with clients and peers
Excellent written & verbal communication skills
Excellent interpersonal and teamwork skills
Hard-working, proactive, hardworking, team-player
Encourages and accepts feedback
Exposure to handling international customers
Work Schedule :
Monday through Friday and weekend or overnight hours as the need arises.
Travel : As the need arises for NPI, PLM interactions, etc.
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, detailed 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 ground breaking solutions to create 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 optimally 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.
